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RangerMSP Wiki - PSA software for MSPs and IT services providers:About

2021-11-25T09:58:31Z

Sheli:

=== RangerMSP Wiki About ===
Copyright ©, Ranger MSP Limited - All Rights Reserved.

* [http://{{SERVERNAME}}/about-us/about/ Click here] to visit the About page.

__NOTOC__

Alerts Server

2018-03-15T05:59:32Z

Sheli:

{{usermanualsnav}}

The [[Alerts Server|CommitCRM Alerts Server]] modules provide the following features:
# Notifies technicians by email when they have new tasks they need to perform, and when any updates have taken place in the system which concern them. These email Alerts are triggered by various system events.
# Notifies customers when a new ticket is created or a ticket is closed. See more details in [[Alerts to Customers]].

Using CommitCRM Alerts Server helps automate many workflow-related tasks so that employees are constantly up-to-date on their tasks and responsibilities. Each user can define their own Alert settings and decide when they wish to receive Alerts. The Alerts they are eligible to receive are determined by their user role in each case.

Note that CommitCRM Alerts Server runs as a part of the '''CommitCRM Server service'''. The CommitCRM Server Service must be '''installed as a Windows service on your server''' and running in order to use the CommitCRM Alerts.
 
[[File:Commit email alerts chart.zoom55.png|center]]

= Using CommitCRM Alerts Server =
CommitCRM Alerts are sent when certain events happen in the system, like a new Ticket is created, new Appointments are scheduled, updates are made to existing records, and more. Some alerts are also proactively sent when the system automatically detects a situation that you requested to be alerted on, such as tickets becoming due.

Each user can defined their Alerts settings and decide in which cases they wish to receive Alerts. The ability to set up Alerts is determined by the role of the user in each case. Possible roles are:
[[Alerts Server#Account Manager Alerts|Account Manager]], [[Alerts Server#Ticket Manager Alerts|Ticket Manager]], [[Alerts Server#Calendar - Appointment|Appointment Manager]], [[Alerts Server#Calendar - Tasks|Task Manager]] and [[Alerts Server#Tickets - Opened, Tickets - Closed|Receive Alerts for any Opened/Closed Ticket]].

For each role you hold, you can decide whether you wish to receive Alerts for events related to every role or not. For example, if you select Account Manager Alerts, this means that when you are the Account Manager of an Account, you will receive Alerts for events which are related to this Account. Note that this includes related data Alerts, such as new Charges added to this Account, new Contracts created for this Account, etc.

Note that when you are the Account Manager and Ticket manager of a Ticket, you will receive a single Alert for all events which relate to this Ticket. You will receive the Alerts through your role as the Ticket Manager (Account Manager Alerts are eliminated to avoid duplicate Alerts).

Note: You will not receive Alerts for changes you have made.

=CommitCRM Alert Format=
The Email Alert Subject line is made up of the following parts:

[[File:Commit email alerts format1.zoom84.png|center]]

The Prefix can be one of the following:
*[acc-mgr] - when you receive Alerts as the Account Manager
*[tkt-mgr] - when you receive Alerts as the Ticket Manager
*[info] - when you receive Alerts for any Ticket opened/closed
*[ASSIGNED] - when you are assigned a Ticket/Account
*[assign-removed] - when you are removed from being a Ticket/Account manager

The following events can trigger an Alert: New, Updated, Deleted.

=CommitCRM Alerts Setup=
Setting up CommitCRM Alerts includes Server Side setup and User Setup and requires the following steps:

# '''Enable Outgoing Emails''' - setting up the parameters in order for the system to be able to send out email alerts.
# '''Activate the Alerts Option in the Server''' - setting up the Alerts to '''ON'''.
# '''Start the Service''' - settings up and running the CommitCRM Server service.
# '''Define Each Client's Settings''' - each user should define their own alert settings.
# '''Test''' - Testing is done in two levels:
## Testing the server side settings while setting up the server.
## By performing updates in the application and receiving the alert email. Note that the updates must be performed with a user other than your own in order to receive alerts. See more details in [[Alerts_Server#Troubleshooting|Troubleshooting]].

All setup steps are described in the sections below.
 
==Setting up CommitCRM Alerts Server==
CommitCRM Alerts runs in the '''CommitCRM Server Service'''.

The CommitCRM Server Service must be '''installed as a Windows service on your server'''. Only then you can start the service in order to use the CommitCRM Alerts.

Setting up the CommitCRM Alerts Server includes server-side settings (explained in this section) and also client-side settings, performed by each user in CommitCRM (see [[Alerts_Server#CommitCRM_Alerts_User_Settings|CommitCRM Alerts User Settings]]).
 
Server-side setup includes:
# Outgoing email settings.
# Alerts settings.
# Installing and activating the '''CommitCRM Server Service'''.
 
===Outgoing Email Settings===
The Outgoing Email Settings are used to send Alert emails from CommitCRM Server.

Make sure to test your settings once defined, using the Test button in the configuration program, to make sure the emails can be sent using your settings.

Note that the same settings are used both by CommitCRM Alerts and Email Connector, and should be define only once. '''If you already defined this for the Email Connector, you can skip this part'''.
 
To define Outgoing emails settings:
# Log into the '''Server with a Windows Administrator user'''. Note that the setup program must run from the same server as the one where the CommitCRM installation sits and from where you plan to run the Email Connector.
# Run <Installation_DIR>\CommitCRM\Server\ServerConfig.exe. Note: there are two executable files under the server folder, make sure you are running the configuration program (ServerConfig.exe).
# In the window that opens, click the Outgoing Mail Server tab: 

[[File:Commitcrm_server_outgoing_mail_server_settings.png|center]]

In this tab, you should define the following:
*'''SMTP Host''' - enter your Outgoing SMTP Mail Server.
*'''Port''' - enter the Outgoing SMTP port.
*'''My outgoing server (SMTP) requires authentication''' - if checked, must fill in the authentication details below:
**'''User Name''' - the User Name to be used for SMTP authentication
**'''Password''' - the password related to the specified User Name

To reduce errors and improve security it is strongly recommended to use SMTP authentication, using a user name and password for SMTP access.

Note: If you use SSL on your Email servers, this should be automatically supported (for users working with CommitCRM 6.0 or higher). If for some reason you are facing problems connecting via SSL, please contact our support directly ar support@commitcrm.com.

*'''Test SMTP Connection''' - use the test button to verify that your account is working. If there is missing or incorrect information, such as your password, you will be prompted to supply or correct it.
*'''Send Test Email''' - use this test button to send a test email using the settings you defined. After clicking it you need to specify the From email address and the To email address that will be used for sending the Test Email message.

===CommitCRM Alerts System Settings===
Setting up the Alerts part should be performed only '''after''' the outgoing email settings were set and tested. This is to make sure you actually receive Alerts once they are ready, and to avoid the unnecessary accumulation of Alerts that could not be sent due to wrong outgoing emails settings, etc.

To set up the Alerts:
# Log into the '''Server with a Windows Administrator user'''. Note that the setup program must run from the same server as the one where the CommitCRM installation sits and from where you plan to run the Email Connector.
# Run <Installation_DIR>\CommitCRM\Server\ServerConfig.exe. Note: there are two executable files under the server folder, make sure you are running the configuration program (ServerConfig.exe).
# In the window that opens, click the Alerts Server tab: 

[[File:Commit_email_alerts_system_settings.gif|center]]

In this window, you should define the Alerts Server Settings as follows:

*'''Alerts Mode''' – The Alerts mode can be one of the following: On, Off or Pause. '''On''' - You should use the On setting when you wish to activate the Alerts mechanism. Note that if you activate the Alerts after they have been Paused (see below), you may wish to consider deleting some old Events from the queue in order to avoid Alerts for old Events from being sent once you reactivate the server. See more details on how to delete Events from the queue below in the Clearing the Activity Queue option. '''Off''' (default) - This mode should be used when you do not want the system to prepare or send Alerts at all. This means events in the system will not create any Alerts, and when you re-activate the CommitCRM Alerts Server, no Alerts will be waiting to be sent. When installing the CommitCRM Alerts Server, the system is OFF by default, and should be set to ON when you wish to activate the Alerts mechanism. '''Pause''' - This mode should be used when you want the system to create Alerts for events in the system, but avoid sending them until you switch the mode to On. This can be helpful when you have SMTP/mail server problems and you want to fix them before activating the Alerts. Note that in this Pause mode, the Alerts accumulate until you reactivate the Alerts system. Once you reactivate the system, you should consider deleting old Alerts from the queue, as they may already be irrelevant (see Delete Alerts option below).

Note that if you have SMTP/mail problems, it is advisable to use the Pause option, since it collects the Alerts before sending them to the outgoing email. This allows you to delete old Alerts later from the queue since they have not been sent. If you leave the system working, the Alerts will be accumulated as outgoing emails, and once the problem is fixed, they will all be sent, and you will not be able to clean up older Alerts.

*'''From Email Address, Email Sender Name''' - Here you define the Email From Address that will be used when sending the Alerts. You can define an Alias to be used which will reflect the source of this email (such as "CommitCRM Alert"). The Email address is taken from the Public Email Address tab.

* '''Clearing the Activity Queue''' - This is an advanced option, which should be used carefully. You should use this option in cases where you wish to delete pending Events which haven't been sent as Alerts yet. For example, if you have SMTP/mail Server problems, and you paused the CommitCRM Alerts system, you may wish to clean up the queue of Events and keep only the last day or two. This is to avoid sending a large number of Alerts at once when reactivating the system, and also to avoid sending Alerts for old events which are no longer relevant.

Important Notes:
#Alerts will start to be sent only after each user defines their own Alert settings (and only when CommitCRM Server service is running)
#System Alert setup may take some time to take effect in the CommitCRM Server. In order for it to take effect immediately, you should restart the CommitCRM Server Service.

 

===Running CommitCRM Alerts Server===
The CommitCRM Alerts Server runs as part of the CommitCRM Server service.

The CommitCRM Server service runs as a '''Windows Service''' on your server. You should first '''install the Service''' and run it, to activate the CommitCRM Alerts Server.

Note that running CommitCRM Server service is used both by the Alerts and by Email Connector. If you already installed the service for the Email Connector, you can skip this step and move on to the Alerts Server Settings.
 
====Before you install CommitCRM Alerts Server====
Before you install, make sure you have allowed the CommitCRM Server Service in your Windows' Server DEP settings. DEP can be found under Windows: System Properties -> Advanced -> Performance - Settings -> tab DATA EXECUTION PREVENTION.

 
====Install Service====

'''This part of the installation should be performed on the server itself.

Automatic installation       (requires CommitCRM 14 and up)

Log in to to your Server with a Window's Administrator account and run the installer from:

<blockquote>'''''<Installation_DIR>\CommitCRM\Utils\Install\InstallServerSideWindowsServices.exe'''''</blockquote>

OR   -   
Manual installation
# Open a command prompt window: Right-click the command prompt icon and and choose 'Run As Adminsitrator'.
# Type the following command: <blockquote><tt><Installation_DIR>CommitCRM\Server\CommitServer.exe -install</tt></blockquote> Note: The <Installation_Dir> must refer to a LOCAL server path (e.g. C:\ or D:\Software, etc.) and NOT to a shared network name/path.
# Wait for a success message to appear, indicating the service was installed successfully.
# Open the Windows Services Management windows from Control Panel > Administration Tools > Services.
# Verify that a Window's service called '''CommitCRM Server''' is now displayed the services list.
# If the service is not there, make sure again that you are running the command prompt Window using 'Run as Administrator' and try again.

 

====Running CommitCRM Server Service====
#Once the CommitCRM Server Service is installed, setup the CommitCRM Alerts Server as explained in CommitCRM Alerts System Settings.
#You should also make sure all the users (employees) configure their own Email Alert settings so they will receive Alerts.
#Open the Windows Services Management windows from Control Panel > Administration Tools > Services.
#Locate the CommitCRM Server service and start the service (right-click > Start).
# Make sure that it is set to start automatically with a ''Delayed Start'' ('''Startup type > Automatic Delayed Start''') each time the server is restarted.
# (Optional) Allow the CommitCRM Server Service in your Windows' Server DEP settings. DEP can be found under Windows: System Properties -> Advanced -> Performance - Settings -> tab DATA EXECUTION PREVENTION.
 

==CommitCRM Alerts User Settings==
In order to receive Alerts, each user should open the '''Tools > Options > Alerts window''' and define their own Alerts settings. The following window will appear:

[[File:CommitCRM_email_alerts_user_settings.png|center]]

[[File:CommitCRM_email_alerts_user_settings2.png|center]]

In this window you should define your Alert settings as follows:

====My Alert Status====
You should use the ON setting (which is the default settings) when you wish to activate the Alerts mechanism for yourself. Note that only if you activate the Alerts setup below, you will be receiving alerts.

=====Alerts will be Sent to the Following Email Address=====
Here you define which of your Email addresses defined in your Employee Record in CommitCRM will be used when sending the Alerts to you. You can define Email1, Email2 or Both.

====Account Manager Alerts====
The Account Manager of a specific Account is set by assigning an Account to a specific employee in the Account's "Acct Mgr." field.

The Account Manager can receive Alerts or any event in the system which relates to this Account, even when the specific event is not directly related to them, such as a new Appointment scheduled for a different employee that is linked to the Account.

Events which trigger Alerts for Account Managers:
#Account assigned to you
#Account Deleted
#Account Updated - Name, Phone number, Address, etc.
#Account related data updated - Tickets, Charges, Documents, Appointments, Tasks, Assets, Contracts

====Ticket Manager Alerts====
The Ticket Manager is set in the Ticket's "Manager" field. The Ticket Manager may be the assigned technician who is going to perform the actual work for this Ticket, or a manager who overseas the Ticket's completion, and assigns Tasks and Appointments to other employees.

The Ticket Manager can receive Alerts for any event in the system which relates to this Ticket, even when the specific event is not directly related to them (such as a new appointment scheduled that is linked to the Ticket that is assigned to a different employee).

Events which trigger Alerts for Ticket Managers:
#Ticket is assigned to you
#Ticket Deleted
#Ticket Updated - Due Date, Status, Priority, Contract, etc.
#Ticket related data updated - Charges, Documents, Appointments, Tasks, Assets

Note that when you are the Account Manager and the Ticket manager of a Ticket, you will receive a single alert for all events which relate to this Ticket. The Alerts will be received as the Ticket Manager (Account manager alerts are eliminated in this case to avoid duplicate alerts).

====Tickets - Opened, Tickets - Closed====
This is a special role that allows you to receive Alerts when ANY Ticket in the system is opened or closed. If you have this role, you do not need to be the actual manager of a Ticket or Account, or related to them in any way, in order to receive updates for it.

This is useful for employees who need to be aware of all new/closed Ticket activity. For example:
#The "office dispatcher/helpdesk manager" needs to be aware of any new Tickets created in the system in order to dispatch them to the relevant technician.
#The "office financing person/admin" needs to be aware of any Tickets that have closed and need to be billed to the customer.

These Alerts are sent for the following events:
#Ticket - New
#Ticket – Closed

====Calendar - Appointment====
An Appointment Manager is the Employee assigned to the Appointment in the "Employee" field of the Appointment. Only one Employee may be assigned to each Appointment.

As an Appointment Manager you can receive Alerts for any event related to the Appointment:
#New Appointment assigned/unassigned to you.
#Appointment Updated - Date, Time, Linked Account, Linked Contracts, etc.
#Appointment Deleted.

====Calendar - Tasks====
A Task Manager is the Employee assigned to the Task in the "Employee" field of the Task. Only one Employee may be assigned to each Task.

As the Task Manager you can receive Alerts for any event related to your Task:

#New Task assigned/unassigned to you.
#Task Updated - Date, Timer, Linked Account, Linked Contract, etc.
#Task Done.

====Calendar - Appointment Reminders====
An Appointment Manager can be notified when their Appointment Reminders are due.

====Calendar - Task Reminders====
A Task Manager can be notified when their Task Reminders are due.

====Internal Messages====
You can receive an email alert about internal messages sent to you.

Important Notes:
#You will '''NOT''' receive an email Alert for changes you have made.
#It takes some time for alert setting changes to affect the CommitCRM Server component. In order for it to take effect immediately, you should restart the CommitCRM Server Service on your server.
 

====Proactive Alerts====
Each employee can configure their personal proactive alerts to monitor ticket open and due dates, scheduled appointments and due tasks.

[[File:CommitCRM_email_alerts_user_settings_proactive_alerts.png|center]]
 

==Testing The Alerts System==
Testing that the Alerts are defined properly and work require the following:
# '''Testing Outgoing Emails Settings''' - When defining the Outgoing email settings the system provides several test points to make sure all is defined correctly. Follow the instructions in the [[Alerts_Server#Outgoing Email Settings|Outgoing Email Settings]] section. Tests include:
## Verifying your SMTP Connection setting and that your account is working.
## Sending a Test Email.
# '''Testing User Alerts Settings''' - To test that you actually receive the Alerts you want to receive, you first need to complete all the setup steps described above. Only then you should perform updates in the application and see that alerts arrive:
## Make sure your [[Alerts_Server#CommitCRM Alerts User Settings|CommitCRM Alerts User Settings]] are defined.
## Login to CommitCRM using a different user than your own user.
## Make the relevant changes, e.g. update a Ticket you are the manager of.
## Check if an email alert has arrived at your mailbox.

Make sure to check out the [[Alerts_Server#Troubleshooting|Troubleshooting section]] in any case of a problem.

 

==Uninstall Service==
To Uninstall CommitCRM Server service:
# Open the Windows Services Management windows from Control Panel > Administration Tools > Services.
# Stop the CommitCRM Server service.
# Open a command prompt window: Right-click the command prompt icon and and choose 'Run As Administrator'.
# Type the following command: 
<Installation_DIR>\CommitCRM\Server\CommitServer.exe -uninstall

=Tips & Tricks=
'''Tips for filtering incoming Alerts in Outlook'''

In some cases, you may wish to filter the Alerts and move emails that don't interest you to a different Outlook folder so they don't clutter your Inbox.

You can create Outlook rules to filter incoming email according to the Sender (the Alias name you set in the Alerts Server System Settings) or the email's subject.

For example, you may wish to receive Ticket Manager Alerts, but not Alerts for each Document added to the Ticket. To accomplish this, create a rule in Outlook that moves email to another folder based on the subject's prefix. Here is an example of the subject line of a Ticket Manager Alert:

[tkt-mgr] CommitCRM Document - New [0500-0002, Completed, Natalie, Internet - Cafe, Inc.]

You can therefore create a rule that any email starting with: "[tkt-mgr] CommitCRM Document" will be moved to another folder.

=Adding Web Links to Email Alerts=
When using Web Links the system will add a link to the relevant entity in the email alert body. This allows employees to quickly open Commit Web Interface and view or edit the details of the entity being referred in the email. This saves the need to go explicitly to the Web Interface site, login and search for the entity in order to see its details.

See more details in the Web Interface user guide under [[Web_Interface#Setting Web Links Options|Setting Web Links Options]].

=Troubleshooting=

'''I set my user to receive Alerts but I do not get any email alerts'''

'''Solution:''' You should check the following options:
#It can take up to 10 minutes for new Alerts preferences to take effect. You can wait, or restart the CommitCRM Server service in order for the settings to take effect immediately.
#Make sure your system administrator has activated the system alerts (set the system to ON using the ServerConfig utility) and that the CommitCRM Server Windows service is running).
#When testing the alerts, note that you will not receive Alerts for changes you have made. You should perform the changes with a different CommitCRM user.

'''I checked all of the settings, the alerts system is activated, and and I still don't get email alerts'''

'''Solution: '''In some cases, old settings already created wrong email alerts which are "stuck" in the outgoing queue and prevent the system from going on to the new alerts. In this case, you should first cleanup the outgoing queue:
#Stop CommitCRM Server service
#Run <server>\CommitCRM\Server\ServerConfig.exe and make sure all settings are correct. Check that the "From Email Address" is correct. Save any changes you make.
#To delete old pending alerts, delete all the files in the following folder: <server>\CommitCRM\Server\QSysEDOutbox\
#Restart CommitCRM Server service and verify email alerts are being sent

For more Outgoing Emails troubleshooting, please refer to the [[Troubleshooting#Email Connector Installation Troubleshooting|Email Connector Troubleshooting section]] (both the Email Connector and the Alerts Server use the same Outgoing mechanism).

'''I made changes in CommitCRM (i.e. added a new Ticket, etc.) and I am not getting any Alerts'''

'''Solution: '''You only receive Alerts for changes made by other people. When you make a change in the system on entities related to you (e.g. you assign yourself a new Ticket), you will not receive an Alert.

See more troubleshooting at [[Commit Email Connector Troubleshooting | CommitCRM Email Connector Troubleshooting]].

=See Also=
*[[Videos]]
*[[Alerts to Customers]]
*[[Email Connector]]
*[[Commit Alerts Server Troubleshooting | CommitCRM Alerts Server Troubleshooting]]
*[[Alerts Server FAQ]]
*[[KB:_Setting_up_Commit_Email_Connector_and_Commit_Alerts_Server_with_SSL|Setting up CommitCRM Alerts Server with SSL]]

[[Category:Setup]]
[[Category:Installation]]
[[Category:User Manuals]]

Alerts Server

2017-11-28T17:43:28Z

Sheli: /* Proactive Alerts */

{{usermanualsnav}}

The [[Alerts Server|CommitCRM Alerts Server]] provides the following features:
# Notifies technicians by email when they have new tasks they need to perform, and when any updates have taken place in the system which concern them. These email Alerts are triggered by various system events.
# Notifies customers when a new ticket is created or a ticket is closed. See more details in [[Alerts to Customers]].

Using CommitCRM Alerts helps automate many workflow-related tasks so that employees are constantly up-to-date on their tasks and responsibilities. Each user can define their own Alert settings and decide when they wish to receive Alerts. The Alerts they are eligible to receive are determined by their user role in each case.

Note that CommitCRM Alerts runs as a part of the '''CommitCRM Server service'''. The CommitCRM Server Service must be '''installed as a Windows service on your server''' and running in order to use the CommitCRM Alerts.
 
'''It is recommended to watch [http://www.commitcrm.com/videos/email_connector_setup_video.htm this instructional video] which covers the basic Alert Server Installation flow.'''
[[File:Commit email alerts chart.zoom55.png|center]]

= Using CommitCRM Alerts Server =
CommitCRM Alerts are sent when certain events happen in the system, like a new Ticket is created, new Appointments are scheduled, updates are made to existing records, and more.

Each user can defined their Alerts settings and decide in which cases they wish to receive Alerts. The ability to set up Alerts is determined by the role of the user in each case. Possible roles are:
[[Alerts Server#Account Manager Alerts|Account Manager]], [[Alerts Server#Ticket Manager Alerts|Ticket Manager]], [[Alerts Server#Calendar - Appointment|Appointment Manager]], [[Alerts Server#Calendar - Tasks|Task Manager]] and [[Alerts Server#Tickets - Opened, Tickets - Closed|Receive Alerts for any Opened/Closed Ticket]].

For each role you hold, you can decide whether you wish to receive Alerts for events related to every role or not. For example, if you select Account Manager Alerts, this means that when you are the Account Manager of an Account, you will receive Alerts for events which are related to this Account. Note that this includes related data Alerts, such as new Charges added to this Account, new Contracts created for this Account, etc.

Note that when you are the Account Manager and Ticket manager of a Ticket, you will receive a single Alert for all events which relate to this Ticket. You will receive the Alerts through your role as the Ticket Manager (Account Manager Alerts are eliminated to avoid duplicate Alerts).

Note: You will not receive Alerts for changes you have made.

=CommitCRM Alert Format=
The Email Alert Subject line is made up of the following parts:

[[File:Commit email alerts format1.zoom84.png|center]]

The Prefix can be one of the following:
*[acc-mgr] - when you receive Alerts as the Account Manager
*[tkt-mgr] - when you receive Alerts as the Ticket Manager
*[info] - when you receive Alerts for any Ticket opened/closed
*[ASSIGNED] - when you are assigned a Ticket/Account
*[assign-removed] - when you are removed from being a Ticket/Account manager

The following events can trigger an Alert: New, Updated, Deleted.

=CommitCRM Alerts Setup=
Setting up CommitCRM Alerts includes Server Side setup and User Setup and requires the following steps:

# '''Enable Outgoing Emails''' - setting up the parameters in order for the system to be able to send out email alerts.
# '''Activate the Alerts Option in the Server''' - setting up the Alerts to '''ON'''.
# '''Start the Service''' - settings up and running the CommitCRM Server service.
# '''Define Each Client's Settings''' - each user should define their own alert settings.
# '''Test''' - Testing is done in two levels:
## Testing the server side settings while setting up the server.
## By performing updates in the application and receiving the alert email. Note that the updates must be performed with a user other than your own in order to receive alerts. See more details in [[Alerts_Server#Troubleshooting|Troubleshooting]].

All setup steps are described in the sections below.
 
==Setting up CommitCRM Alerts Server==
CommitCRM Alerts runs in the '''CommitCRM Server Service'''.

The CommitCRM Server Service must be '''installed as a Windows service on your server'''. Only then you can start the service in order to use the CommitCRM Alerts.

Setting up the CommitCRM Alerts Server includes server-side settings (explained in this section) and also client-side settings, performed by each user in CommitCRM (see [[Alerts_Server#CommitCRM_Alerts_User_Settings|CommitCRM Alerts User Settings]]).
 
Server-side setup includes:
# Outgoing email settings.
# Alerts settings.
# Installing and activating the '''CommitCRM Server Service'''.
 
===Outgoing Email Settings===
The Outgoing Email Settings are used to send Alert emails from CommitCRM Server.

Make sure to test your settings once defined, using the Test button in the configuration program, to make sure the emails can be sent using your settings.

Note that the same settings are used both by CommitCRM Alerts and Email Connector, and should be define only once. '''If you already defined this for the Email Connector, you can skip this part'''.
 
To define Outgoing emails settings:
# Log into the '''Server with a Windows Administrator user'''. Note that the setup program must run from the same server as the one where the CommitCRM installation sits and from where you plan to run the Email Connector.
# Run <Installation_DIR>\CommitCRM\Server\ServerConfig.exe. Note: there are two executable files under the server folder, make sure you are running the configuration program (ServerConfig.exe).
# In the window that opens, click the Outgoing Mail Server tab: 

[[File:Commitcrm_server_outgoing_mail_server_settings.png|center]]

In this tab, you should define the following:
*'''SMTP Host''' - enter your Outgoing SMTP Mail Server.
*'''Port''' - enter the Outgoing SMTP port.
*'''My outgoing server (SMTP) requires authentication''' - if checked, must fill in the authentication details below:
**'''User Name''' - the User Name to be used for SMTP authentication
**'''Password''' - the password related to the specified User Name

To reduce errors and improve security it is strongly recommended to use SMTP authentication, using a user name and password for SMTP access.

Note: If you use SSL on your Email servers, this should be automatically supported (for users working with CommitCRM 6.0 or higher). If for some reason you are facing problems connecting via SSL, please contact our support directly ar support@commitcrm.com.

*'''Test SMTP Connection''' - use the test button to verify that your account is working. If there is missing or incorrect information, such as your password, you will be prompted to supply or correct it.
*'''Send Test Email''' - use this test button to send a test email using the settings you defined. After clicking it you need to specify the From email address and the To email address that will be used for sending the Test Email message.

===CommitCRM Alerts System Settings===
Setting up the Alerts part should be performed only '''after''' the outgoing email settings were set and tested. This is to make sure you actually receive Alerts once they are ready, and to avoid the unnecessary accumulation of Alerts that could not be sent due to wrong outgoing emails settings, etc.

To set up the Alerts:
# Log into the '''Server with a Windows Administrator user'''. Note that the setup program must run from the same server as the one where the CommitCRM installation sits and from where you plan to run the Email Connector.
# Run <Installation_DIR>\CommitCRM\Server\ServerConfig.exe. Note: there are two executable files under the server folder, make sure you are running the configuration program (ServerConfig.exe).
# In the window that opens, click the Alerts Server tab: 

[[File:Commit_email_alerts_system_settings.gif|center]]

In this window, you should define the Alerts Server Settings as follows:

*'''Alerts Mode''' – The Alerts mode can be one of the following: On, Off or Pause. '''On''' - You should use the On setting when you wish to activate the Alerts mechanism. Note that if you activate the Alerts after they have been Paused (see below), you may wish to consider deleting some old Events from the queue in order to avoid Alerts for old Events from being sent once you reactivate the server. See more details on how to delete Events from the queue below in the Clearing the Activity Queue option. '''Off''' (default) - This mode should be used when you do not want the system to prepare or send Alerts at all. This means events in the system will not create any Alerts, and when you re-activate the CommitCRM Alerts Server, no Alerts will be waiting to be sent. When installing the CommitCRM Alerts Server, the system is OFF by default, and should be set to ON when you wish to activate the Alerts mechanism. '''Pause''' - This mode should be used when you want the system to create Alerts for events in the system, but avoid sending them until you switch the mode to On. This can be helpful when you have SMTP/mail server problems and you want to fix them before activating the Alerts. Note that in this Pause mode, the Alerts accumulate until you reactivate the Alerts system. Once you reactivate the system, you should consider deleting old Alerts from the queue, as they may already be irrelevant (see Delete Alerts option below).

Note that if you have SMTP/mail problems, it is advisable to use the Pause option, since it collects the Alerts before sending them to the outgoing email. This allows you to delete old Alerts later from the queue since they have not been sent. If you leave the system working, the Alerts will be accumulated as outgoing emails, and once the problem is fixed, they will all be sent, and you will not be able to clean up older Alerts.

*'''From Email Address, Email Sender Name''' - Here you define the Email From Address that will be used when sending the Alerts. You can define an Alias to be used which will reflect the source of this email (such as "CommitCRM Alert"). The Email address is taken from the Public Email Address tab.

* '''Clearing the Activity Queue''' - This is an advanced option, which should be used carefully. You should use this option in cases where you wish to delete pending Events which haven't been sent as Alerts yet. For example, if you have SMTP/mail Server problems, and you paused the CommitCRM Alerts system, you may wish to clean up the queue of Events and keep only the last day or two. This is to avoid sending a large number of Alerts at once when reactivating the system, and also to avoid sending Alerts for old events which are no longer relevant.

Important Notes:
#Alerts will start to be sent only after each user defines their own Alert settings (and only when CommitCRM Server service is running)
#System Alert setup may take some time to take effect in the CommitCRM Server. In order for it to take effect immediately, you should restart the CommitCRM Server Service.

 

===Running CommitCRM Alerts Server===
The CommitCRM Alerts Server runs as part of the CommitCRM Server service.

The CommitCRM Server service runs as a '''Windows Service''' on your server. You should first '''install the Service''' and run it, to activate the CommitCRM Alerts Server.

Note that running CommitCRM Server service is used both by the Alerts and by Email Connector. If you already installed the service for the Email Connector, you can skip this step and move on to the Alerts Server Settings.
 
====Before you install CommitCRM Alerts Server====
Before you install, make sure you have allowed the CommitCRM Server Service in your Windows' Server DEP settings. DEP can be found under Windows: System Properties -> Advanced -> Performance - Settings -> tab DATA EXECUTION PREVENTION.

 
====Install Service====

'''This part of the installation should be performed on the server itself.

Automatic installation       (requires CommitCRM 14 and up)

Log in to to your Server with a Window's Administrator account and run the installer from:

<blockquote>'''''<Installation_DIR>\CommitCRM\Utils\Install\InstallServerSideWindowsServices.exe'''''</blockquote>

OR   -   
Manual installation
# Open a command prompt window: Right-click the command prompt icon and and choose 'Run As Adminsitrator'.
# Type the following command: <blockquote><tt><Installation_DIR>CommitCRM\Server\CommitServer.exe -install</tt></blockquote> Note: The <Installation_Dir> must refer to a LOCAL server path (e.g. C:\ or D:\Software, etc.) and NOT to a shared network name/path.
# Wait for a success message to appear, indicating the service was installed successfully.
# Open the Windows Services Management windows from Control Panel > Administration Tools > Services.
# Verify that a Window's service called '''CommitCRM Server''' is now displayed the services list.
# If the service is not there, make sure again that you are running the command prompt Window using 'Run as Administrator' and try again.

 

====Running CommitCRM Server Service====
#Once the CommitCRM Server Service is installed, setup the CommitCRM Alerts Server as explained in CommitCRM Alerts System Settings.
#You should also make sure all the users (employees) configure their own Email Alert settings so they will receive Alerts.
#Open the Windows Services Management windows from Control Panel > Administration Tools > Services.
#Locate the CommitCRM Server service and start the service (right-click > Start).
# Make sure that it is set to start automatically with a ''Delayed Start'' ('''Startup type > Automatic Delayed Start''') each time the server is restarted.
# (Optional) Allow the CommitCRM Server Service in your Windows' Server DEP settings. DEP can be found under Windows: System Properties -> Advanced -> Performance - Settings -> tab DATA EXECUTION PREVENTION.
 

==CommitCRM Alerts User Settings==
In order to receive Alerts, each user should open the '''Tools > Options > Alerts window''' and define their own Alerts settings. The following window will appear:

[[File:CommitCRM_email_alerts_user_settings.png|center]]

[[File:CommitCRM_email_alerts_user_settings2.png|center]]

In this window you should define your Alert settings as follows:

====My Alert Status====
You should use the ON setting (which is the default settings) when you wish to activate the Alerts mechanism for yourself. Note that only if you activate the Alerts setup below, you will be receiving alerts.

=====Alerts will be Sent to the Following Email Address=====
Here you define which of your Email addresses defined in your Employee Record in CommitCRM will be used when sending the Alerts to you. You can define Email1, Email2 or Both.

====Account Manager Alerts====
The Account Manager of a specific Account is set by assigning an Account to a specific employee in the Account's "Acct Mgr." field.

The Account Manager can receive Alerts or any event in the system which relates to this Account, even when the specific event is not directly related to them, such as a new Appointment scheduled for a different employee that is linked to the Account.

Events which trigger Alerts for Account Managers:
#Account assigned to you
#Account Deleted
#Account Updated - Name, Phone number, Address, etc.
#Account related data updated - Tickets, Charges, Documents, Appointments, Tasks, Assets, Contracts

====Ticket Manager Alerts====
The Ticket Manager is set in the Ticket's "Manager" field. The Ticket Manager may be the assigned technician who is going to perform the actual work for this Ticket, or a manager who overseas the Ticket's completion, and assigns Tasks and Appointments to other employees.

The Ticket Manager can receive Alerts for any event in the system which relates to this Ticket, even when the specific event is not directly related to them (such as a new appointment scheduled that is linked to the Ticket that is assigned to a different employee).

Events which trigger Alerts for Ticket Managers:
#Ticket is assigned to you
#Ticket Deleted
#Ticket Updated - Due Date, Status, Priority, Contract, etc.
#Ticket related data updated - Charges, Documents, Appointments, Tasks, Assets

Note that when you are the Account Manager and the Ticket manager of a Ticket, you will receive a single alert for all events which relate to this Ticket. The Alerts will be received as the Ticket Manager (Account manager alerts are eliminated in this case to avoid duplicate alerts).

====Tickets - Opened, Tickets - Closed====
This is a special role that allows you to receive Alerts when ANY Ticket in the system is opened or closed. If you have this role, you do not need to be the actual manager of a Ticket or Account, or related to them in any way, in order to receive updates for it.

This is useful for employees who need to be aware of all new/closed Ticket activity. For example:
#The "office dispatcher/helpdesk manager" needs to be aware of any new Tickets created in the system in order to dispatch them to the relevant technician.
#The "office financing person/admin" needs to be aware of any Tickets that have closed and need to be billed to the customer.

These Alerts are sent for the following events:
#Ticket - New
#Ticket – Closed

====Calendar - Appointment====
An Appointment Manager is the Employee assigned to the Appointment in the "Employee" field of the Appointment. Only one Employee may be assigned to each Appointment.

As an Appointment Manager you can receive Alerts for any event related to the Appointment:
#New Appointment assigned/unassigned to you.
#Appointment Updated - Date, Time, Linked Account, Linked Contracts, etc.
#Appointment Deleted.

====Calendar - Tasks====
A Task Manager is the Employee assigned to the Task in the "Employee" field of the Task. Only one Employee may be assigned to each Task.

As the Task Manager you can receive Alerts for any event related to your Task:

#New Task assigned/unassigned to you.
#Task Updated - Date, Timer, Linked Account, Linked Contract, etc.
#Task Done.

====Calendar - Appointment Reminders====
An Appointment Manager can be notified when their Appointment Reminders are due.

====Calendar - Task Reminders====
A Task Manager can be notified when their Task Reminders are due.

====Internal Messages====
You can receive an email alert about internal messages sent to you.

Important Notes:
#You will '''NOT''' receive an email Alert for changes you have made.
#It takes some time for alert setting changes to affect the CommitCRM Server component. In order for it to take effect immediately, you should restart the CommitCRM Server Service on your server.
 

====Proactive Alerts====
Each employee can configure their personal proactive alerts to monitor ticket open and due dates, scheduled appointments and due tasks.

[[File:CommitCRM_email_alerts_user_settings_proactive_alerts.png|center]]
 

==Testing The Alerts System==
Testing that the Alerts are defined properly and work require the following:
# '''Testing Outgoing Emails Settings''' - When defining the Outgoing email settings the system provides several test points to make sure all is defined correctly. Follow the instructions in the [[Alerts_Server#Outgoing Email Settings|Outgoing Email Settings]] section. Tests include:
## Verifying your SMTP Connection setting and that your account is working.
## Sending a Test Email.
# '''Testing User Alerts Settings''' - To test that you actually receive the Alerts you want to receive, you first need to complete all the setup steps described above. Only then you should perform updates in the application and see that alerts arrive:
## Make sure your [[Alerts_Server#CommitCRM Alerts User Settings|CommitCRM Alerts User Settings]] are defined.
## Login to CommitCRM using a different user than your own user.
## Make the relevant changes, e.g. update a Ticket you are the manager of.
## Check if an email alert has arrived at your mailbox.

Make sure to check out the [[Alerts_Server#Troubleshooting|Troubleshooting section]] in any case of a problem.

 

==Uninstall Service==
To Uninstall CommitCRM Server service:
# Open the Windows Services Management windows from Control Panel > Administration Tools > Services.
# Stop the CommitCRM Server service.
# Open a command prompt window: Right-click the command prompt icon and and choose 'Run As Administrator'.
# Type the following command: 
<Installation_DIR>\CommitCRM\Server\CommitServer.exe -uninstall

=Tips & Tricks=
'''Tips for filtering incoming Alerts in Outlook'''

In some cases, you may wish to filter the Alerts and move emails that don't interest you to a different Outlook folder so they don't clutter your Inbox.

You can create Outlook rules to filter incoming email according to the Sender (the Alias name you set in the Alerts Server System Settings) or the email's subject.

For example, you may wish to receive Ticket Manager Alerts, but not Alerts for each Document added to the Ticket. To accomplish this, create a rule in Outlook that moves email to another folder based on the subject's prefix. Here is an example of the subject line of a Ticket Manager Alert:

[tkt-mgr] CommitCRM Document - New [0500-0002, Completed, Natalie, Internet - Cafe, Inc.]

You can therefore create a rule that any email starting with: "[tkt-mgr] CommitCRM Document" will be moved to another folder.

=Adding Web Links to Email Alerts=
When using Web Links the system will add a link to the relevant entity in the email alert body. This allows employees to quickly open Commit Web Interface and view or edit the details of the entity being referred in the email. This saves the need to go explicitly to the Web Interface site, login and search for the entity in order to see its details.

See more details in the Web Interface user guide under [[Web_Interface#Setting Web Links Options|Setting Web Links Options]].

=Troubleshooting=

'''I set my user to receive Alerts but I do not get any email alerts'''

'''Solution:''' You should check the following options:
#It can take up to 10 minutes for new Alerts preferences to take effect. You can wait, or restart the CommitCRM Server service in order for the settings to take effect immediately.
#Make sure your system administrator has activated the system alerts (set the system to ON using the ServerConfig utility) and that the CommitCRM Server Windows service is running).
#When testing the alerts, note that you will not receive Alerts for changes you have made. You should perform the changes with a different CommitCRM user.

'''I checked all of the settings, the alerts system is activated, and and I still don't get email alerts'''

'''Solution: '''In some cases, old settings already created wrong email alerts which are "stuck" in the outgoing queue and prevent the system from going on to the new alerts. In this case, you should first cleanup the outgoing queue:
#Stop CommitCRM Server service
#Run <server>\CommitCRM\Server\ServerConfig.exe and make sure all settings are correct. Check that the "From Email Address" is correct. Save any changes you make.
#To delete old pending alerts, delete all the files in the following folder: <server>\CommitCRM\Server\QSysEDOutbox\
#Restart CommitCRM Server service and verify email alerts are being sent

For more Outgoing Emails troubleshooting, please refer to the [[Troubleshooting#Email Connector Installation Troubleshooting|Email Connector Troubleshooting section]] (both the Email Connector and the Alerts Server use the same Outgoing mechanism).

'''I made changes in CommitCRM (i.e. added a new Ticket, etc.) and I am not getting any Alerts'''

'''Solution: '''You only receive Alerts for changes made by other people. When you make a change in the system on entities related to you (e.g. you assign yourself a new Ticket), you will not receive an Alert.

See more troubleshooting at [[Commit Email Connector Troubleshooting | CommitCRM Email Connector Troubleshooting]].

=See Also=
*[[Videos]]
*[[Alerts to Customers]]
*[[Email Connector]]
*[[Commit Alerts Server Troubleshooting | CommitCRM Alerts Server Troubleshooting]]
*[[Alerts Server FAQ]]
*[[KB:_Setting_up_Commit_Email_Connector_and_Commit_Alerts_Server_with_SSL|Setting up CommitCRM Alerts Server with SSL]]

[[Category:Setup]]
[[Category:Installation]]
[[Category:User Manuals]]

Alerts Server

2017-11-28T17:42:36Z

Sheli: /* Internal Messages */

{{usermanualsnav}}

The [[Alerts Server|CommitCRM Alerts Server]] provides the following features:
# Notifies technicians by email when they have new tasks they need to perform, and when any updates have taken place in the system which concern them. These email Alerts are triggered by various system events.
# Notifies customers when a new ticket is created or a ticket is closed. See more details in [[Alerts to Customers]].

Using CommitCRM Alerts helps automate many workflow-related tasks so that employees are constantly up-to-date on their tasks and responsibilities. Each user can define their own Alert settings and decide when they wish to receive Alerts. The Alerts they are eligible to receive are determined by their user role in each case.

Note that CommitCRM Alerts runs as a part of the '''CommitCRM Server service'''. The CommitCRM Server Service must be '''installed as a Windows service on your server''' and running in order to use the CommitCRM Alerts.
 
'''It is recommended to watch [http://www.commitcrm.com/videos/email_connector_setup_video.htm this instructional video] which covers the basic Alert Server Installation flow.'''
[[File:Commit email alerts chart.zoom55.png|center]]

= Using CommitCRM Alerts Server =
CommitCRM Alerts are sent when certain events happen in the system, like a new Ticket is created, new Appointments are scheduled, updates are made to existing records, and more.

Each user can defined their Alerts settings and decide in which cases they wish to receive Alerts. The ability to set up Alerts is determined by the role of the user in each case. Possible roles are:
[[Alerts Server#Account Manager Alerts|Account Manager]], [[Alerts Server#Ticket Manager Alerts|Ticket Manager]], [[Alerts Server#Calendar - Appointment|Appointment Manager]], [[Alerts Server#Calendar - Tasks|Task Manager]] and [[Alerts Server#Tickets - Opened, Tickets - Closed|Receive Alerts for any Opened/Closed Ticket]].

For each role you hold, you can decide whether you wish to receive Alerts for events related to every role or not. For example, if you select Account Manager Alerts, this means that when you are the Account Manager of an Account, you will receive Alerts for events which are related to this Account. Note that this includes related data Alerts, such as new Charges added to this Account, new Contracts created for this Account, etc.

Note that when you are the Account Manager and Ticket manager of a Ticket, you will receive a single Alert for all events which relate to this Ticket. You will receive the Alerts through your role as the Ticket Manager (Account Manager Alerts are eliminated to avoid duplicate Alerts).

Note: You will not receive Alerts for changes you have made.

=CommitCRM Alert Format=
The Email Alert Subject line is made up of the following parts:

[[File:Commit email alerts format1.zoom84.png|center]]

The Prefix can be one of the following:
*[acc-mgr] - when you receive Alerts as the Account Manager
*[tkt-mgr] - when you receive Alerts as the Ticket Manager
*[info] - when you receive Alerts for any Ticket opened/closed
*[ASSIGNED] - when you are assigned a Ticket/Account
*[assign-removed] - when you are removed from being a Ticket/Account manager

The following events can trigger an Alert: New, Updated, Deleted.

=CommitCRM Alerts Setup=
Setting up CommitCRM Alerts includes Server Side setup and User Setup and requires the following steps:

# '''Enable Outgoing Emails''' - setting up the parameters in order for the system to be able to send out email alerts.
# '''Activate the Alerts Option in the Server''' - setting up the Alerts to '''ON'''.
# '''Start the Service''' - settings up and running the CommitCRM Server service.
# '''Define Each Client's Settings''' - each user should define their own alert settings.
# '''Test''' - Testing is done in two levels:
## Testing the server side settings while setting up the server.
## By performing updates in the application and receiving the alert email. Note that the updates must be performed with a user other than your own in order to receive alerts. See more details in [[Alerts_Server#Troubleshooting|Troubleshooting]].

All setup steps are described in the sections below.
 
==Setting up CommitCRM Alerts Server==
CommitCRM Alerts runs in the '''CommitCRM Server Service'''.

The CommitCRM Server Service must be '''installed as a Windows service on your server'''. Only then you can start the service in order to use the CommitCRM Alerts.

Setting up the CommitCRM Alerts Server includes server-side settings (explained in this section) and also client-side settings, performed by each user in CommitCRM (see [[Alerts_Server#CommitCRM_Alerts_User_Settings|CommitCRM Alerts User Settings]]).
 
Server-side setup includes:
# Outgoing email settings.
# Alerts settings.
# Installing and activating the '''CommitCRM Server Service'''.
 
===Outgoing Email Settings===
The Outgoing Email Settings are used to send Alert emails from CommitCRM Server.

Make sure to test your settings once defined, using the Test button in the configuration program, to make sure the emails can be sent using your settings.

Note that the same settings are used both by CommitCRM Alerts and Email Connector, and should be define only once. '''If you already defined this for the Email Connector, you can skip this part'''.
 
To define Outgoing emails settings:
# Log into the '''Server with a Windows Administrator user'''. Note that the setup program must run from the same server as the one where the CommitCRM installation sits and from where you plan to run the Email Connector.
# Run <Installation_DIR>\CommitCRM\Server\ServerConfig.exe. Note: there are two executable files under the server folder, make sure you are running the configuration program (ServerConfig.exe).
# In the window that opens, click the Outgoing Mail Server tab: 

[[File:Commitcrm_server_outgoing_mail_server_settings.png|center]]

In this tab, you should define the following:
*'''SMTP Host''' - enter your Outgoing SMTP Mail Server.
*'''Port''' - enter the Outgoing SMTP port.
*'''My outgoing server (SMTP) requires authentication''' - if checked, must fill in the authentication details below:
**'''User Name''' - the User Name to be used for SMTP authentication
**'''Password''' - the password related to the specified User Name

To reduce errors and improve security it is strongly recommended to use SMTP authentication, using a user name and password for SMTP access.

Note: If you use SSL on your Email servers, this should be automatically supported (for users working with CommitCRM 6.0 or higher). If for some reason you are facing problems connecting via SSL, please contact our support directly ar support@commitcrm.com.

*'''Test SMTP Connection''' - use the test button to verify that your account is working. If there is missing or incorrect information, such as your password, you will be prompted to supply or correct it.
*'''Send Test Email''' - use this test button to send a test email using the settings you defined. After clicking it you need to specify the From email address and the To email address that will be used for sending the Test Email message.

===CommitCRM Alerts System Settings===
Setting up the Alerts part should be performed only '''after''' the outgoing email settings were set and tested. This is to make sure you actually receive Alerts once they are ready, and to avoid the unnecessary accumulation of Alerts that could not be sent due to wrong outgoing emails settings, etc.

To set up the Alerts:
# Log into the '''Server with a Windows Administrator user'''. Note that the setup program must run from the same server as the one where the CommitCRM installation sits and from where you plan to run the Email Connector.
# Run <Installation_DIR>\CommitCRM\Server\ServerConfig.exe. Note: there are two executable files under the server folder, make sure you are running the configuration program (ServerConfig.exe).
# In the window that opens, click the Alerts Server tab: 

[[File:Commit_email_alerts_system_settings.gif|center]]

In this window, you should define the Alerts Server Settings as follows:

*'''Alerts Mode''' – The Alerts mode can be one of the following: On, Off or Pause. '''On''' - You should use the On setting when you wish to activate the Alerts mechanism. Note that if you activate the Alerts after they have been Paused (see below), you may wish to consider deleting some old Events from the queue in order to avoid Alerts for old Events from being sent once you reactivate the server. See more details on how to delete Events from the queue below in the Clearing the Activity Queue option. '''Off''' (default) - This mode should be used when you do not want the system to prepare or send Alerts at all. This means events in the system will not create any Alerts, and when you re-activate the CommitCRM Alerts Server, no Alerts will be waiting to be sent. When installing the CommitCRM Alerts Server, the system is OFF by default, and should be set to ON when you wish to activate the Alerts mechanism. '''Pause''' - This mode should be used when you want the system to create Alerts for events in the system, but avoid sending them until you switch the mode to On. This can be helpful when you have SMTP/mail server problems and you want to fix them before activating the Alerts. Note that in this Pause mode, the Alerts accumulate until you reactivate the Alerts system. Once you reactivate the system, you should consider deleting old Alerts from the queue, as they may already be irrelevant (see Delete Alerts option below).

Note that if you have SMTP/mail problems, it is advisable to use the Pause option, since it collects the Alerts before sending them to the outgoing email. This allows you to delete old Alerts later from the queue since they have not been sent. If you leave the system working, the Alerts will be accumulated as outgoing emails, and once the problem is fixed, they will all be sent, and you will not be able to clean up older Alerts.

*'''From Email Address, Email Sender Name''' - Here you define the Email From Address that will be used when sending the Alerts. You can define an Alias to be used which will reflect the source of this email (such as "CommitCRM Alert"). The Email address is taken from the Public Email Address tab.

* '''Clearing the Activity Queue''' - This is an advanced option, which should be used carefully. You should use this option in cases where you wish to delete pending Events which haven't been sent as Alerts yet. For example, if you have SMTP/mail Server problems, and you paused the CommitCRM Alerts system, you may wish to clean up the queue of Events and keep only the last day or two. This is to avoid sending a large number of Alerts at once when reactivating the system, and also to avoid sending Alerts for old events which are no longer relevant.

Important Notes:
#Alerts will start to be sent only after each user defines their own Alert settings (and only when CommitCRM Server service is running)
#System Alert setup may take some time to take effect in the CommitCRM Server. In order for it to take effect immediately, you should restart the CommitCRM Server Service.

 

===Running CommitCRM Alerts Server===
The CommitCRM Alerts Server runs as part of the CommitCRM Server service.

The CommitCRM Server service runs as a '''Windows Service''' on your server. You should first '''install the Service''' and run it, to activate the CommitCRM Alerts Server.

Note that running CommitCRM Server service is used both by the Alerts and by Email Connector. If you already installed the service for the Email Connector, you can skip this step and move on to the Alerts Server Settings.
 
====Before you install CommitCRM Alerts Server====
Before you install, make sure you have allowed the CommitCRM Server Service in your Windows' Server DEP settings. DEP can be found under Windows: System Properties -> Advanced -> Performance - Settings -> tab DATA EXECUTION PREVENTION.

 
====Install Service====

'''This part of the installation should be performed on the server itself.

Automatic installation       (requires CommitCRM 14 and up)

Log in to to your Server with a Window's Administrator account and run the installer from:

<blockquote>'''''<Installation_DIR>\CommitCRM\Utils\Install\InstallServerSideWindowsServices.exe'''''</blockquote>

OR   -   
Manual installation
# Open a command prompt window: Right-click the command prompt icon and and choose 'Run As Adminsitrator'.
# Type the following command: <blockquote><tt><Installation_DIR>CommitCRM\Server\CommitServer.exe -install</tt></blockquote> Note: The <Installation_Dir> must refer to a LOCAL server path (e.g. C:\ or D:\Software, etc.) and NOT to a shared network name/path.
# Wait for a success message to appear, indicating the service was installed successfully.
# Open the Windows Services Management windows from Control Panel > Administration Tools > Services.
# Verify that a Window's service called '''CommitCRM Server''' is now displayed the services list.
# If the service is not there, make sure again that you are running the command prompt Window using 'Run as Administrator' and try again.

 

====Running CommitCRM Server Service====
#Once the CommitCRM Server Service is installed, setup the CommitCRM Alerts Server as explained in CommitCRM Alerts System Settings.
#You should also make sure all the users (employees) configure their own Email Alert settings so they will receive Alerts.
#Open the Windows Services Management windows from Control Panel > Administration Tools > Services.
#Locate the CommitCRM Server service and start the service (right-click > Start).
# Make sure that it is set to start automatically with a ''Delayed Start'' ('''Startup type > Automatic Delayed Start''') each time the server is restarted.
# (Optional) Allow the CommitCRM Server Service in your Windows' Server DEP settings. DEP can be found under Windows: System Properties -> Advanced -> Performance - Settings -> tab DATA EXECUTION PREVENTION.
 

==CommitCRM Alerts User Settings==
In order to receive Alerts, each user should open the '''Tools > Options > Alerts window''' and define their own Alerts settings. The following window will appear:

[[File:CommitCRM_email_alerts_user_settings.png|center]]

[[File:CommitCRM_email_alerts_user_settings2.png|center]]

In this window you should define your Alert settings as follows:

====My Alert Status====
You should use the ON setting (which is the default settings) when you wish to activate the Alerts mechanism for yourself. Note that only if you activate the Alerts setup below, you will be receiving alerts.

=====Alerts will be Sent to the Following Email Address=====
Here you define which of your Email addresses defined in your Employee Record in CommitCRM will be used when sending the Alerts to you. You can define Email1, Email2 or Both.

====Account Manager Alerts====
The Account Manager of a specific Account is set by assigning an Account to a specific employee in the Account's "Acct Mgr." field.

The Account Manager can receive Alerts or any event in the system which relates to this Account, even when the specific event is not directly related to them, such as a new Appointment scheduled for a different employee that is linked to the Account.

Events which trigger Alerts for Account Managers:
#Account assigned to you
#Account Deleted
#Account Updated - Name, Phone number, Address, etc.
#Account related data updated - Tickets, Charges, Documents, Appointments, Tasks, Assets, Contracts

====Ticket Manager Alerts====
The Ticket Manager is set in the Ticket's "Manager" field. The Ticket Manager may be the assigned technician who is going to perform the actual work for this Ticket, or a manager who overseas the Ticket's completion, and assigns Tasks and Appointments to other employees.

The Ticket Manager can receive Alerts for any event in the system which relates to this Ticket, even when the specific event is not directly related to them (such as a new appointment scheduled that is linked to the Ticket that is assigned to a different employee).

Events which trigger Alerts for Ticket Managers:
#Ticket is assigned to you
#Ticket Deleted
#Ticket Updated - Due Date, Status, Priority, Contract, etc.
#Ticket related data updated - Charges, Documents, Appointments, Tasks, Assets

Note that when you are the Account Manager and the Ticket manager of a Ticket, you will receive a single alert for all events which relate to this Ticket. The Alerts will be received as the Ticket Manager (Account manager alerts are eliminated in this case to avoid duplicate alerts).

====Tickets - Opened, Tickets - Closed====
This is a special role that allows you to receive Alerts when ANY Ticket in the system is opened or closed. If you have this role, you do not need to be the actual manager of a Ticket or Account, or related to them in any way, in order to receive updates for it.

This is useful for employees who need to be aware of all new/closed Ticket activity. For example:
#The "office dispatcher/helpdesk manager" needs to be aware of any new Tickets created in the system in order to dispatch them to the relevant technician.
#The "office financing person/admin" needs to be aware of any Tickets that have closed and need to be billed to the customer.

These Alerts are sent for the following events:
#Ticket - New
#Ticket – Closed

====Calendar - Appointment====
An Appointment Manager is the Employee assigned to the Appointment in the "Employee" field of the Appointment. Only one Employee may be assigned to each Appointment.

As an Appointment Manager you can receive Alerts for any event related to the Appointment:
#New Appointment assigned/unassigned to you.
#Appointment Updated - Date, Time, Linked Account, Linked Contracts, etc.
#Appointment Deleted.

====Calendar - Tasks====
A Task Manager is the Employee assigned to the Task in the "Employee" field of the Task. Only one Employee may be assigned to each Task.

As the Task Manager you can receive Alerts for any event related to your Task:

#New Task assigned/unassigned to you.
#Task Updated - Date, Timer, Linked Account, Linked Contract, etc.
#Task Done.

====Calendar - Appointment Reminders====
An Appointment Manager can be notified when their Appointment Reminders are due.

====Calendar - Task Reminders====
A Task Manager can be notified when their Task Reminders are due.

====Internal Messages====
You can receive an email alert about internal messages sent to you.

Important Notes:
#You will '''NOT''' receive an email Alert for changes you have made.
#It takes some time for alert setting changes to affect the CommitCRM Server component. In order for it to take effect immediately, you should restart the CommitCRM Server Service on your server.
 

====Proactive Alerts====
Each employee can configure their personal proactive alerts to monitor ticket open and due dates, scheduled appointments and tasks.

[[File:CommitCRM_email_alerts_user_settings_proactive_alerts.png|center]]
 

==Testing The Alerts System==
Testing that the Alerts are defined properly and work require the following:
# '''Testing Outgoing Emails Settings''' - When defining the Outgoing email settings the system provides several test points to make sure all is defined correctly. Follow the instructions in the [[Alerts_Server#Outgoing Email Settings|Outgoing Email Settings]] section. Tests include:
## Verifying your SMTP Connection setting and that your account is working.
## Sending a Test Email.
# '''Testing User Alerts Settings''' - To test that you actually receive the Alerts you want to receive, you first need to complete all the setup steps described above. Only then you should perform updates in the application and see that alerts arrive:
## Make sure your [[Alerts_Server#CommitCRM Alerts User Settings|CommitCRM Alerts User Settings]] are defined.
## Login to CommitCRM using a different user than your own user.
## Make the relevant changes, e.g. update a Ticket you are the manager of.
## Check if an email alert has arrived at your mailbox.

Make sure to check out the [[Alerts_Server#Troubleshooting|Troubleshooting section]] in any case of a problem.

 

==Uninstall Service==
To Uninstall CommitCRM Server service:
# Open the Windows Services Management windows from Control Panel > Administration Tools > Services.
# Stop the CommitCRM Server service.
# Open a command prompt window: Right-click the command prompt icon and and choose 'Run As Administrator'.
# Type the following command: 
<Installation_DIR>\CommitCRM\Server\CommitServer.exe -uninstall

=Tips & Tricks=
'''Tips for filtering incoming Alerts in Outlook'''

In some cases, you may wish to filter the Alerts and move emails that don't interest you to a different Outlook folder so they don't clutter your Inbox.

You can create Outlook rules to filter incoming email according to the Sender (the Alias name you set in the Alerts Server System Settings) or the email's subject.

For example, you may wish to receive Ticket Manager Alerts, but not Alerts for each Document added to the Ticket. To accomplish this, create a rule in Outlook that moves email to another folder based on the subject's prefix. Here is an example of the subject line of a Ticket Manager Alert:

[tkt-mgr] CommitCRM Document - New [0500-0002, Completed, Natalie, Internet - Cafe, Inc.]

You can therefore create a rule that any email starting with: "[tkt-mgr] CommitCRM Document" will be moved to another folder.

=Adding Web Links to Email Alerts=
When using Web Links the system will add a link to the relevant entity in the email alert body. This allows employees to quickly open Commit Web Interface and view or edit the details of the entity being referred in the email. This saves the need to go explicitly to the Web Interface site, login and search for the entity in order to see its details.

See more details in the Web Interface user guide under [[Web_Interface#Setting Web Links Options|Setting Web Links Options]].

=Troubleshooting=

'''I set my user to receive Alerts but I do not get any email alerts'''

'''Solution:''' You should check the following options:
#It can take up to 10 minutes for new Alerts preferences to take effect. You can wait, or restart the CommitCRM Server service in order for the settings to take effect immediately.
#Make sure your system administrator has activated the system alerts (set the system to ON using the ServerConfig utility) and that the CommitCRM Server Windows service is running).
#When testing the alerts, note that you will not receive Alerts for changes you have made. You should perform the changes with a different CommitCRM user.

'''I checked all of the settings, the alerts system is activated, and and I still don't get email alerts'''

'''Solution: '''In some cases, old settings already created wrong email alerts which are "stuck" in the outgoing queue and prevent the system from going on to the new alerts. In this case, you should first cleanup the outgoing queue:
#Stop CommitCRM Server service
#Run <server>\CommitCRM\Server\ServerConfig.exe and make sure all settings are correct. Check that the "From Email Address" is correct. Save any changes you make.
#To delete old pending alerts, delete all the files in the following folder: <server>\CommitCRM\Server\QSysEDOutbox\
#Restart CommitCRM Server service and verify email alerts are being sent

For more Outgoing Emails troubleshooting, please refer to the [[Troubleshooting#Email Connector Installation Troubleshooting|Email Connector Troubleshooting section]] (both the Email Connector and the Alerts Server use the same Outgoing mechanism).

'''I made changes in CommitCRM (i.e. added a new Ticket, etc.) and I am not getting any Alerts'''

'''Solution: '''You only receive Alerts for changes made by other people. When you make a change in the system on entities related to you (e.g. you assign yourself a new Ticket), you will not receive an Alert.

See more troubleshooting at [[Commit Email Connector Troubleshooting | CommitCRM Email Connector Troubleshooting]].

=See Also=
*[[Videos]]
*[[Alerts to Customers]]
*[[Email Connector]]
*[[Commit Alerts Server Troubleshooting | CommitCRM Alerts Server Troubleshooting]]
*[[Alerts Server FAQ]]
*[[KB:_Setting_up_Commit_Email_Connector_and_Commit_Alerts_Server_with_SSL|Setting up CommitCRM Alerts Server with SSL]]

[[Category:Setup]]
[[Category:Installation]]
[[Category:User Manuals]]

Alerts Server

2017-11-28T17:39:35Z

Sheli: /* Calendar - Tasks */

{{usermanualsnav}}

The [[Alerts Server|CommitCRM Alerts Server]] provides the following features:
# Notifies technicians by email when they have new tasks they need to perform, and when any updates have taken place in the system which concern them. These email Alerts are triggered by various system events.
# Notifies customers when a new ticket is created or a ticket is closed. See more details in [[Alerts to Customers]].

Using CommitCRM Alerts helps automate many workflow-related tasks so that employees are constantly up-to-date on their tasks and responsibilities. Each user can define their own Alert settings and decide when they wish to receive Alerts. The Alerts they are eligible to receive are determined by their user role in each case.

Note that CommitCRM Alerts runs as a part of the '''CommitCRM Server service'''. The CommitCRM Server Service must be '''installed as a Windows service on your server''' and running in order to use the CommitCRM Alerts.
 
'''It is recommended to watch [http://www.commitcrm.com/videos/email_connector_setup_video.htm this instructional video] which covers the basic Alert Server Installation flow.'''
[[File:Commit email alerts chart.zoom55.png|center]]

= Using CommitCRM Alerts Server =
CommitCRM Alerts are sent when certain events happen in the system, like a new Ticket is created, new Appointments are scheduled, updates are made to existing records, and more.

Each user can defined their Alerts settings and decide in which cases they wish to receive Alerts. The ability to set up Alerts is determined by the role of the user in each case. Possible roles are:
[[Alerts Server#Account Manager Alerts|Account Manager]], [[Alerts Server#Ticket Manager Alerts|Ticket Manager]], [[Alerts Server#Calendar - Appointment|Appointment Manager]], [[Alerts Server#Calendar - Tasks|Task Manager]] and [[Alerts Server#Tickets - Opened, Tickets - Closed|Receive Alerts for any Opened/Closed Ticket]].

For each role you hold, you can decide whether you wish to receive Alerts for events related to every role or not. For example, if you select Account Manager Alerts, this means that when you are the Account Manager of an Account, you will receive Alerts for events which are related to this Account. Note that this includes related data Alerts, such as new Charges added to this Account, new Contracts created for this Account, etc.

Note that when you are the Account Manager and Ticket manager of a Ticket, you will receive a single Alert for all events which relate to this Ticket. You will receive the Alerts through your role as the Ticket Manager (Account Manager Alerts are eliminated to avoid duplicate Alerts).

Note: You will not receive Alerts for changes you have made.

=CommitCRM Alert Format=
The Email Alert Subject line is made up of the following parts:

[[File:Commit email alerts format1.zoom84.png|center]]

The Prefix can be one of the following:
*[acc-mgr] - when you receive Alerts as the Account Manager
*[tkt-mgr] - when you receive Alerts as the Ticket Manager
*[info] - when you receive Alerts for any Ticket opened/closed
*[ASSIGNED] - when you are assigned a Ticket/Account
*[assign-removed] - when you are removed from being a Ticket/Account manager

The following events can trigger an Alert: New, Updated, Deleted.

=CommitCRM Alerts Setup=
Setting up CommitCRM Alerts includes Server Side setup and User Setup and requires the following steps:

# '''Enable Outgoing Emails''' - setting up the parameters in order for the system to be able to send out email alerts.
# '''Activate the Alerts Option in the Server''' - setting up the Alerts to '''ON'''.
# '''Start the Service''' - settings up and running the CommitCRM Server service.
# '''Define Each Client's Settings''' - each user should define their own alert settings.
# '''Test''' - Testing is done in two levels:
## Testing the server side settings while setting up the server.
## By performing updates in the application and receiving the alert email. Note that the updates must be performed with a user other than your own in order to receive alerts. See more details in [[Alerts_Server#Troubleshooting|Troubleshooting]].

All setup steps are described in the sections below.
 
==Setting up CommitCRM Alerts Server==
CommitCRM Alerts runs in the '''CommitCRM Server Service'''.

The CommitCRM Server Service must be '''installed as a Windows service on your server'''. Only then you can start the service in order to use the CommitCRM Alerts.

Setting up the CommitCRM Alerts Server includes server-side settings (explained in this section) and also client-side settings, performed by each user in CommitCRM (see [[Alerts_Server#CommitCRM_Alerts_User_Settings|CommitCRM Alerts User Settings]]).
 
Server-side setup includes:
# Outgoing email settings.
# Alerts settings.
# Installing and activating the '''CommitCRM Server Service'''.
 
===Outgoing Email Settings===
The Outgoing Email Settings are used to send Alert emails from CommitCRM Server.

Make sure to test your settings once defined, using the Test button in the configuration program, to make sure the emails can be sent using your settings.

Note that the same settings are used both by CommitCRM Alerts and Email Connector, and should be define only once. '''If you already defined this for the Email Connector, you can skip this part'''.
 
To define Outgoing emails settings:
# Log into the '''Server with a Windows Administrator user'''. Note that the setup program must run from the same server as the one where the CommitCRM installation sits and from where you plan to run the Email Connector.
# Run <Installation_DIR>\CommitCRM\Server\ServerConfig.exe. Note: there are two executable files under the server folder, make sure you are running the configuration program (ServerConfig.exe).
# In the window that opens, click the Outgoing Mail Server tab: 

[[File:Commitcrm_server_outgoing_mail_server_settings.png|center]]

In this tab, you should define the following:
*'''SMTP Host''' - enter your Outgoing SMTP Mail Server.
*'''Port''' - enter the Outgoing SMTP port.
*'''My outgoing server (SMTP) requires authentication''' - if checked, must fill in the authentication details below:
**'''User Name''' - the User Name to be used for SMTP authentication
**'''Password''' - the password related to the specified User Name

To reduce errors and improve security it is strongly recommended to use SMTP authentication, using a user name and password for SMTP access.

Note: If you use SSL on your Email servers, this should be automatically supported (for users working with CommitCRM 6.0 or higher). If for some reason you are facing problems connecting via SSL, please contact our support directly ar support@commitcrm.com.

*'''Test SMTP Connection''' - use the test button to verify that your account is working. If there is missing or incorrect information, such as your password, you will be prompted to supply or correct it.
*'''Send Test Email''' - use this test button to send a test email using the settings you defined. After clicking it you need to specify the From email address and the To email address that will be used for sending the Test Email message.

===CommitCRM Alerts System Settings===
Setting up the Alerts part should be performed only '''after''' the outgoing email settings were set and tested. This is to make sure you actually receive Alerts once they are ready, and to avoid the unnecessary accumulation of Alerts that could not be sent due to wrong outgoing emails settings, etc.

To set up the Alerts:
# Log into the '''Server with a Windows Administrator user'''. Note that the setup program must run from the same server as the one where the CommitCRM installation sits and from where you plan to run the Email Connector.
# Run <Installation_DIR>\CommitCRM\Server\ServerConfig.exe. Note: there are two executable files under the server folder, make sure you are running the configuration program (ServerConfig.exe).
# In the window that opens, click the Alerts Server tab: 

[[File:Commit_email_alerts_system_settings.gif|center]]

In this window, you should define the Alerts Server Settings as follows:

*'''Alerts Mode''' – The Alerts mode can be one of the following: On, Off or Pause. '''On''' - You should use the On setting when you wish to activate the Alerts mechanism. Note that if you activate the Alerts after they have been Paused (see below), you may wish to consider deleting some old Events from the queue in order to avoid Alerts for old Events from being sent once you reactivate the server. See more details on how to delete Events from the queue below in the Clearing the Activity Queue option. '''Off''' (default) - This mode should be used when you do not want the system to prepare or send Alerts at all. This means events in the system will not create any Alerts, and when you re-activate the CommitCRM Alerts Server, no Alerts will be waiting to be sent. When installing the CommitCRM Alerts Server, the system is OFF by default, and should be set to ON when you wish to activate the Alerts mechanism. '''Pause''' - This mode should be used when you want the system to create Alerts for events in the system, but avoid sending them until you switch the mode to On. This can be helpful when you have SMTP/mail server problems and you want to fix them before activating the Alerts. Note that in this Pause mode, the Alerts accumulate until you reactivate the Alerts system. Once you reactivate the system, you should consider deleting old Alerts from the queue, as they may already be irrelevant (see Delete Alerts option below).

Note that if you have SMTP/mail problems, it is advisable to use the Pause option, since it collects the Alerts before sending them to the outgoing email. This allows you to delete old Alerts later from the queue since they have not been sent. If you leave the system working, the Alerts will be accumulated as outgoing emails, and once the problem is fixed, they will all be sent, and you will not be able to clean up older Alerts.

*'''From Email Address, Email Sender Name''' - Here you define the Email From Address that will be used when sending the Alerts. You can define an Alias to be used which will reflect the source of this email (such as "CommitCRM Alert"). The Email address is taken from the Public Email Address tab.

* '''Clearing the Activity Queue''' - This is an advanced option, which should be used carefully. You should use this option in cases where you wish to delete pending Events which haven't been sent as Alerts yet. For example, if you have SMTP/mail Server problems, and you paused the CommitCRM Alerts system, you may wish to clean up the queue of Events and keep only the last day or two. This is to avoid sending a large number of Alerts at once when reactivating the system, and also to avoid sending Alerts for old events which are no longer relevant.

Important Notes:
#Alerts will start to be sent only after each user defines their own Alert settings (and only when CommitCRM Server service is running)
#System Alert setup may take some time to take effect in the CommitCRM Server. In order for it to take effect immediately, you should restart the CommitCRM Server Service.

 

===Running CommitCRM Alerts Server===
The CommitCRM Alerts Server runs as part of the CommitCRM Server service.

The CommitCRM Server service runs as a '''Windows Service''' on your server. You should first '''install the Service''' and run it, to activate the CommitCRM Alerts Server.

Note that running CommitCRM Server service is used both by the Alerts and by Email Connector. If you already installed the service for the Email Connector, you can skip this step and move on to the Alerts Server Settings.
 
====Before you install CommitCRM Alerts Server====
Before you install, make sure you have allowed the CommitCRM Server Service in your Windows' Server DEP settings. DEP can be found under Windows: System Properties -> Advanced -> Performance - Settings -> tab DATA EXECUTION PREVENTION.

 
====Install Service====

'''This part of the installation should be performed on the server itself.

Automatic installation       (requires CommitCRM 14 and up)

Log in to to your Server with a Window's Administrator account and run the installer from:

<blockquote>'''''<Installation_DIR>\CommitCRM\Utils\Install\InstallServerSideWindowsServices.exe'''''</blockquote>

OR   -   
Manual installation
# Open a command prompt window: Right-click the command prompt icon and and choose 'Run As Adminsitrator'.
# Type the following command: <blockquote><tt><Installation_DIR>CommitCRM\Server\CommitServer.exe -install</tt></blockquote> Note: The <Installation_Dir> must refer to a LOCAL server path (e.g. C:\ or D:\Software, etc.) and NOT to a shared network name/path.
# Wait for a success message to appear, indicating the service was installed successfully.
# Open the Windows Services Management windows from Control Panel > Administration Tools > Services.
# Verify that a Window's service called '''CommitCRM Server''' is now displayed the services list.
# If the service is not there, make sure again that you are running the command prompt Window using 'Run as Administrator' and try again.

 

====Running CommitCRM Server Service====
#Once the CommitCRM Server Service is installed, setup the CommitCRM Alerts Server as explained in CommitCRM Alerts System Settings.
#You should also make sure all the users (employees) configure their own Email Alert settings so they will receive Alerts.
#Open the Windows Services Management windows from Control Panel > Administration Tools > Services.
#Locate the CommitCRM Server service and start the service (right-click > Start).
# Make sure that it is set to start automatically with a ''Delayed Start'' ('''Startup type > Automatic Delayed Start''') each time the server is restarted.
# (Optional) Allow the CommitCRM Server Service in your Windows' Server DEP settings. DEP can be found under Windows: System Properties -> Advanced -> Performance - Settings -> tab DATA EXECUTION PREVENTION.
 

==CommitCRM Alerts User Settings==
In order to receive Alerts, each user should open the '''Tools > Options > Alerts window''' and define their own Alerts settings. The following window will appear:

[[File:CommitCRM_email_alerts_user_settings.png|center]]

[[File:CommitCRM_email_alerts_user_settings2.png|center]]

In this window you should define your Alert settings as follows:

====My Alert Status====
You should use the ON setting (which is the default settings) when you wish to activate the Alerts mechanism for yourself. Note that only if you activate the Alerts setup below, you will be receiving alerts.

=====Alerts will be Sent to the Following Email Address=====
Here you define which of your Email addresses defined in your Employee Record in CommitCRM will be used when sending the Alerts to you. You can define Email1, Email2 or Both.

====Account Manager Alerts====
The Account Manager of a specific Account is set by assigning an Account to a specific employee in the Account's "Acct Mgr." field.

The Account Manager can receive Alerts or any event in the system which relates to this Account, even when the specific event is not directly related to them, such as a new Appointment scheduled for a different employee that is linked to the Account.

Events which trigger Alerts for Account Managers:
#Account assigned to you
#Account Deleted
#Account Updated - Name, Phone number, Address, etc.
#Account related data updated - Tickets, Charges, Documents, Appointments, Tasks, Assets, Contracts

====Ticket Manager Alerts====
The Ticket Manager is set in the Ticket's "Manager" field. The Ticket Manager may be the assigned technician who is going to perform the actual work for this Ticket, or a manager who overseas the Ticket's completion, and assigns Tasks and Appointments to other employees.

The Ticket Manager can receive Alerts for any event in the system which relates to this Ticket, even when the specific event is not directly related to them (such as a new appointment scheduled that is linked to the Ticket that is assigned to a different employee).

Events which trigger Alerts for Ticket Managers:
#Ticket is assigned to you
#Ticket Deleted
#Ticket Updated - Due Date, Status, Priority, Contract, etc.
#Ticket related data updated - Charges, Documents, Appointments, Tasks, Assets

Note that when you are the Account Manager and the Ticket manager of a Ticket, you will receive a single alert for all events which relate to this Ticket. The Alerts will be received as the Ticket Manager (Account manager alerts are eliminated in this case to avoid duplicate alerts).

====Tickets - Opened, Tickets - Closed====
This is a special role that allows you to receive Alerts when ANY Ticket in the system is opened or closed. If you have this role, you do not need to be the actual manager of a Ticket or Account, or related to them in any way, in order to receive updates for it.

This is useful for employees who need to be aware of all new/closed Ticket activity. For example:
#The "office dispatcher/helpdesk manager" needs to be aware of any new Tickets created in the system in order to dispatch them to the relevant technician.
#The "office financing person/admin" needs to be aware of any Tickets that have closed and need to be billed to the customer.

These Alerts are sent for the following events:
#Ticket - New
#Ticket – Closed

====Calendar - Appointment====
An Appointment Manager is the Employee assigned to the Appointment in the "Employee" field of the Appointment. Only one Employee may be assigned to each Appointment.

As an Appointment Manager you can receive Alerts for any event related to the Appointment:
#New Appointment assigned/unassigned to you.
#Appointment Updated - Date, Time, Linked Account, Linked Contracts, etc.
#Appointment Deleted.

====Calendar - Tasks====
A Task Manager is the Employee assigned to the Task in the "Employee" field of the Task. Only one Employee may be assigned to each Task.

As the Task Manager you can receive Alerts for any event related to your Task:

#New Task assigned/unassigned to you.
#Task Updated - Date, Timer, Linked Account, Linked Contract, etc.
#Task Done.

====Calendar - Appointment Reminders====
An Appointment Manager can be notified when their Appointment Reminders are due.

====Calendar - Task Reminders====
A Task Manager can be notified when their Task Reminders are due.

====Internal Messages====
An employee can receive an email alerts about internal messages sent to them.

Important Notes:
#You will not receive an email Alert for changes you have made.
#User Alert setup may take some time to take effect in the CommitCRM Server. In order for it to take effect immediately, you should restart the CommitCRM Server Service.
 

====Proactive Alerts====
Each employee can configure their personal proactive alerts to monitor ticket open and due dates, scheduled appointments and tasks.

[[File:CommitCRM_email_alerts_user_settings_proactive_alerts.png|center]]
 

==Testing The Alerts System==
Testing that the Alerts are defined properly and work require the following:
# '''Testing Outgoing Emails Settings''' - When defining the Outgoing email settings the system provides several test points to make sure all is defined correctly. Follow the instructions in the [[Alerts_Server#Outgoing Email Settings|Outgoing Email Settings]] section. Tests include:
## Verifying your SMTP Connection setting and that your account is working.
## Sending a Test Email.
# '''Testing User Alerts Settings''' - To test that you actually receive the Alerts you want to receive, you first need to complete all the setup steps described above. Only then you should perform updates in the application and see that alerts arrive:
## Make sure your [[Alerts_Server#CommitCRM Alerts User Settings|CommitCRM Alerts User Settings]] are defined.
## Login to CommitCRM using a different user than your own user.
## Make the relevant changes, e.g. update a Ticket you are the manager of.
## Check if an email alert has arrived at your mailbox.

Make sure to check out the [[Alerts_Server#Troubleshooting|Troubleshooting section]] in any case of a problem.

 

==Uninstall Service==
To Uninstall CommitCRM Server service:
# Open the Windows Services Management windows from Control Panel > Administration Tools > Services.
# Stop the CommitCRM Server service.
# Open a command prompt window: Right-click the command prompt icon and and choose 'Run As Administrator'.
# Type the following command: 
<Installation_DIR>\CommitCRM\Server\CommitServer.exe -uninstall

=Tips & Tricks=
'''Tips for filtering incoming Alerts in Outlook'''

In some cases, you may wish to filter the Alerts and move emails that don't interest you to a different Outlook folder so they don't clutter your Inbox.

You can create Outlook rules to filter incoming email according to the Sender (the Alias name you set in the Alerts Server System Settings) or the email's subject.

For example, you may wish to receive Ticket Manager Alerts, but not Alerts for each Document added to the Ticket. To accomplish this, create a rule in Outlook that moves email to another folder based on the subject's prefix. Here is an example of the subject line of a Ticket Manager Alert:

[tkt-mgr] CommitCRM Document - New [0500-0002, Completed, Natalie, Internet - Cafe, Inc.]

You can therefore create a rule that any email starting with: "[tkt-mgr] CommitCRM Document" will be moved to another folder.

=Adding Web Links to Email Alerts=
When using Web Links the system will add a link to the relevant entity in the email alert body. This allows employees to quickly open Commit Web Interface and view or edit the details of the entity being referred in the email. This saves the need to go explicitly to the Web Interface site, login and search for the entity in order to see its details.

See more details in the Web Interface user guide under [[Web_Interface#Setting Web Links Options|Setting Web Links Options]].

=Troubleshooting=

'''I set my user to receive Alerts but I do not get any email alerts'''

'''Solution:''' You should check the following options:
#It can take up to 10 minutes for new Alerts preferences to take effect. You can wait, or restart the CommitCRM Server service in order for the settings to take effect immediately.
#Make sure your system administrator has activated the system alerts (set the system to ON using the ServerConfig utility) and that the CommitCRM Server Windows service is running).
#When testing the alerts, note that you will not receive Alerts for changes you have made. You should perform the changes with a different CommitCRM user.

'''I checked all of the settings, the alerts system is activated, and and I still don't get email alerts'''

'''Solution: '''In some cases, old settings already created wrong email alerts which are "stuck" in the outgoing queue and prevent the system from going on to the new alerts. In this case, you should first cleanup the outgoing queue:
#Stop CommitCRM Server service
#Run <server>\CommitCRM\Server\ServerConfig.exe and make sure all settings are correct. Check that the "From Email Address" is correct. Save any changes you make.
#To delete old pending alerts, delete all the files in the following folder: <server>\CommitCRM\Server\QSysEDOutbox\
#Restart CommitCRM Server service and verify email alerts are being sent

For more Outgoing Emails troubleshooting, please refer to the [[Troubleshooting#Email Connector Installation Troubleshooting|Email Connector Troubleshooting section]] (both the Email Connector and the Alerts Server use the same Outgoing mechanism).

'''I made changes in CommitCRM (i.e. added a new Ticket, etc.) and I am not getting any Alerts'''

'''Solution: '''You only receive Alerts for changes made by other people. When you make a change in the system on entities related to you (e.g. you assign yourself a new Ticket), you will not receive an Alert.

See more troubleshooting at [[Commit Email Connector Troubleshooting | CommitCRM Email Connector Troubleshooting]].

=See Also=
*[[Videos]]
*[[Alerts to Customers]]
*[[Email Connector]]
*[[Commit Alerts Server Troubleshooting | CommitCRM Alerts Server Troubleshooting]]
*[[Alerts Server FAQ]]
*[[KB:_Setting_up_Commit_Email_Connector_and_Commit_Alerts_Server_with_SSL|Setting up CommitCRM Alerts Server with SSL]]

[[Category:Setup]]
[[Category:Installation]]
[[Category:User Manuals]]

Alerts Server

2017-11-28T08:54:29Z

Sheli: /* Calendar - Appointment */

{{usermanualsnav}}

The [[Alerts Server|CommitCRM Alerts Server]] provides the following features:
# Notifies technicians by email when they have new tasks they need to perform, and when any updates have taken place in the system which concern them. These email Alerts are triggered by various system events.
# Notifies customers when a new ticket is created or a ticket is closed. See more details in [[Alerts to Customers]].

Using CommitCRM Alerts helps automate many workflow-related tasks so that employees are constantly up-to-date on their tasks and responsibilities. Each user can define their own Alert settings and decide when they wish to receive Alerts. The Alerts they are eligible to receive are determined by their user role in each case.

Note that CommitCRM Alerts runs as a part of the '''CommitCRM Server service'''. The CommitCRM Server Service must be '''installed as a Windows service on your server''' and running in order to use the CommitCRM Alerts.
 
'''It is recommended to watch [http://www.commitcrm.com/videos/email_connector_setup_video.htm this instructional video] which covers the basic Alert Server Installation flow.'''
[[File:Commit email alerts chart.zoom55.png|center]]

= Using CommitCRM Alerts Server =
CommitCRM Alerts are sent when certain events happen in the system, like a new Ticket is created, new Appointments are scheduled, updates are made to existing records, and more.

Each user can defined their Alerts settings and decide in which cases they wish to receive Alerts. The ability to set up Alerts is determined by the role of the user in each case. Possible roles are:
[[Alerts Server#Account Manager Alerts|Account Manager]], [[Alerts Server#Ticket Manager Alerts|Ticket Manager]], [[Alerts Server#Calendar - Appointment|Appointment Manager]], [[Alerts Server#Calendar - Tasks|Task Manager]] and [[Alerts Server#Tickets - Opened, Tickets - Closed|Receive Alerts for any Opened/Closed Ticket]].

For each role you hold, you can decide whether you wish to receive Alerts for events related to every role or not. For example, if you select Account Manager Alerts, this means that when you are the Account Manager of an Account, you will receive Alerts for events which are related to this Account. Note that this includes related data Alerts, such as new Charges added to this Account, new Contracts created for this Account, etc.

Note that when you are the Account Manager and Ticket manager of a Ticket, you will receive a single Alert for all events which relate to this Ticket. You will receive the Alerts through your role as the Ticket Manager (Account Manager Alerts are eliminated to avoid duplicate Alerts).

Note: You will not receive Alerts for changes you have made.

=CommitCRM Alert Format=
The Email Alert Subject line is made up of the following parts:

[[File:Commit email alerts format1.zoom84.png|center]]

The Prefix can be one of the following:
*[acc-mgr] - when you receive Alerts as the Account Manager
*[tkt-mgr] - when you receive Alerts as the Ticket Manager
*[info] - when you receive Alerts for any Ticket opened/closed
*[ASSIGNED] - when you are assigned a Ticket/Account
*[assign-removed] - when you are removed from being a Ticket/Account manager

The following events can trigger an Alert: New, Updated, Deleted.

=CommitCRM Alerts Setup=
Setting up CommitCRM Alerts includes Server Side setup and User Setup and requires the following steps:

# '''Enable Outgoing Emails''' - setting up the parameters in order for the system to be able to send out email alerts.
# '''Activate the Alerts Option in the Server''' - setting up the Alerts to '''ON'''.
# '''Start the Service''' - settings up and running the CommitCRM Server service.
# '''Define Each Client's Settings''' - each user should define their own alert settings.
# '''Test''' - Testing is done in two levels:
## Testing the server side settings while setting up the server.
## By performing updates in the application and receiving the alert email. Note that the updates must be performed with a user other than your own in order to receive alerts. See more details in [[Alerts_Server#Troubleshooting|Troubleshooting]].

All setup steps are described in the sections below.
 
==Setting up CommitCRM Alerts Server==
CommitCRM Alerts runs in the '''CommitCRM Server Service'''.

The CommitCRM Server Service must be '''installed as a Windows service on your server'''. Only then you can start the service in order to use the CommitCRM Alerts.

Setting up the CommitCRM Alerts Server includes server-side settings (explained in this section) and also client-side settings, performed by each user in CommitCRM (see [[Alerts_Server#CommitCRM_Alerts_User_Settings|CommitCRM Alerts User Settings]]).
 
Server-side setup includes:
# Outgoing email settings.
# Alerts settings.
# Installing and activating the '''CommitCRM Server Service'''.
 
===Outgoing Email Settings===
The Outgoing Email Settings are used to send Alert emails from CommitCRM Server.

Make sure to test your settings once defined, using the Test button in the configuration program, to make sure the emails can be sent using your settings.

Note that the same settings are used both by CommitCRM Alerts and Email Connector, and should be define only once. '''If you already defined this for the Email Connector, you can skip this part'''.
 
To define Outgoing emails settings:
# Log into the '''Server with a Windows Administrator user'''. Note that the setup program must run from the same server as the one where the CommitCRM installation sits and from where you plan to run the Email Connector.
# Run <Installation_DIR>\CommitCRM\Server\ServerConfig.exe. Note: there are two executable files under the server folder, make sure you are running the configuration program (ServerConfig.exe).
# In the window that opens, click the Outgoing Mail Server tab: 

[[File:Commitcrm_server_outgoing_mail_server_settings.png|center]]

In this tab, you should define the following:
*'''SMTP Host''' - enter your Outgoing SMTP Mail Server.
*'''Port''' - enter the Outgoing SMTP port.
*'''My outgoing server (SMTP) requires authentication''' - if checked, must fill in the authentication details below:
**'''User Name''' - the User Name to be used for SMTP authentication
**'''Password''' - the password related to the specified User Name

To reduce errors and improve security it is strongly recommended to use SMTP authentication, using a user name and password for SMTP access.

Note: If you use SSL on your Email servers, this should be automatically supported (for users working with CommitCRM 6.0 or higher). If for some reason you are facing problems connecting via SSL, please contact our support directly ar support@commitcrm.com.

*'''Test SMTP Connection''' - use the test button to verify that your account is working. If there is missing or incorrect information, such as your password, you will be prompted to supply or correct it.
*'''Send Test Email''' - use this test button to send a test email using the settings you defined. After clicking it you need to specify the From email address and the To email address that will be used for sending the Test Email message.

===CommitCRM Alerts System Settings===
Setting up the Alerts part should be performed only '''after''' the outgoing email settings were set and tested. This is to make sure you actually receive Alerts once they are ready, and to avoid the unnecessary accumulation of Alerts that could not be sent due to wrong outgoing emails settings, etc.

To set up the Alerts:
# Log into the '''Server with a Windows Administrator user'''. Note that the setup program must run from the same server as the one where the CommitCRM installation sits and from where you plan to run the Email Connector.
# Run <Installation_DIR>\CommitCRM\Server\ServerConfig.exe. Note: there are two executable files under the server folder, make sure you are running the configuration program (ServerConfig.exe).
# In the window that opens, click the Alerts Server tab: 

[[File:Commit_email_alerts_system_settings.gif|center]]

In this window, you should define the Alerts Server Settings as follows:

*'''Alerts Mode''' – The Alerts mode can be one of the following: On, Off or Pause. '''On''' - You should use the On setting when you wish to activate the Alerts mechanism. Note that if you activate the Alerts after they have been Paused (see below), you may wish to consider deleting some old Events from the queue in order to avoid Alerts for old Events from being sent once you reactivate the server. See more details on how to delete Events from the queue below in the Clearing the Activity Queue option. '''Off''' (default) - This mode should be used when you do not want the system to prepare or send Alerts at all. This means events in the system will not create any Alerts, and when you re-activate the CommitCRM Alerts Server, no Alerts will be waiting to be sent. When installing the CommitCRM Alerts Server, the system is OFF by default, and should be set to ON when you wish to activate the Alerts mechanism. '''Pause''' - This mode should be used when you want the system to create Alerts for events in the system, but avoid sending them until you switch the mode to On. This can be helpful when you have SMTP/mail server problems and you want to fix them before activating the Alerts. Note that in this Pause mode, the Alerts accumulate until you reactivate the Alerts system. Once you reactivate the system, you should consider deleting old Alerts from the queue, as they may already be irrelevant (see Delete Alerts option below).

Note that if you have SMTP/mail problems, it is advisable to use the Pause option, since it collects the Alerts before sending them to the outgoing email. This allows you to delete old Alerts later from the queue since they have not been sent. If you leave the system working, the Alerts will be accumulated as outgoing emails, and once the problem is fixed, they will all be sent, and you will not be able to clean up older Alerts.

*'''From Email Address, Email Sender Name''' - Here you define the Email From Address that will be used when sending the Alerts. You can define an Alias to be used which will reflect the source of this email (such as "CommitCRM Alert"). The Email address is taken from the Public Email Address tab.

* '''Clearing the Activity Queue''' - This is an advanced option, which should be used carefully. You should use this option in cases where you wish to delete pending Events which haven't been sent as Alerts yet. For example, if you have SMTP/mail Server problems, and you paused the CommitCRM Alerts system, you may wish to clean up the queue of Events and keep only the last day or two. This is to avoid sending a large number of Alerts at once when reactivating the system, and also to avoid sending Alerts for old events which are no longer relevant.

Important Notes:
#Alerts will start to be sent only after each user defines their own Alert settings (and only when CommitCRM Server service is running)
#System Alert setup may take some time to take effect in the CommitCRM Server. In order for it to take effect immediately, you should restart the CommitCRM Server Service.

 

===Running CommitCRM Alerts Server===
The CommitCRM Alerts Server runs as part of the CommitCRM Server service.

The CommitCRM Server service runs as a '''Windows Service''' on your server. You should first '''install the Service''' and run it, to activate the CommitCRM Alerts Server.

Note that running CommitCRM Server service is used both by the Alerts and by Email Connector. If you already installed the service for the Email Connector, you can skip this step and move on to the Alerts Server Settings.
 
====Before you install CommitCRM Alerts Server====
Before you install, make sure you have allowed the CommitCRM Server Service in your Windows' Server DEP settings. DEP can be found under Windows: System Properties -> Advanced -> Performance - Settings -> tab DATA EXECUTION PREVENTION.

 
====Install Service====

'''This part of the installation should be performed on the server itself.

Automatic installation       (requires CommitCRM 14 and up)

Log in to to your Server with a Window's Administrator account and run the installer from:

<blockquote>'''''<Installation_DIR>\CommitCRM\Utils\Install\InstallServerSideWindowsServices.exe'''''</blockquote>

OR   -   
Manual installation
# Open a command prompt window: Right-click the command prompt icon and and choose 'Run As Adminsitrator'.
# Type the following command: <blockquote><tt><Installation_DIR>CommitCRM\Server\CommitServer.exe -install</tt></blockquote> Note: The <Installation_Dir> must refer to a LOCAL server path (e.g. C:\ or D:\Software, etc.) and NOT to a shared network name/path.
# Wait for a success message to appear, indicating the service was installed successfully.
# Open the Windows Services Management windows from Control Panel > Administration Tools > Services.
# Verify that a Window's service called '''CommitCRM Server''' is now displayed the services list.
# If the service is not there, make sure again that you are running the command prompt Window using 'Run as Administrator' and try again.

 

====Running CommitCRM Server Service====
#Once the CommitCRM Server Service is installed, setup the CommitCRM Alerts Server as explained in CommitCRM Alerts System Settings.
#You should also make sure all the users (employees) configure their own Email Alert settings so they will receive Alerts.
#Open the Windows Services Management windows from Control Panel > Administration Tools > Services.
#Locate the CommitCRM Server service and start the service (right-click > Start).
# Make sure that it is set to start automatically with a ''Delayed Start'' ('''Startup type > Automatic Delayed Start''') each time the server is restarted.
# (Optional) Allow the CommitCRM Server Service in your Windows' Server DEP settings. DEP can be found under Windows: System Properties -> Advanced -> Performance - Settings -> tab DATA EXECUTION PREVENTION.
 

==CommitCRM Alerts User Settings==
In order to receive Alerts, each user should open the '''Tools > Options > Alerts window''' and define their own Alerts settings. The following window will appear:

[[File:CommitCRM_email_alerts_user_settings.png|center]]

[[File:CommitCRM_email_alerts_user_settings2.png|center]]

In this window you should define your Alert settings as follows:

====My Alert Status====
You should use the ON setting (which is the default settings) when you wish to activate the Alerts mechanism for yourself. Note that only if you activate the Alerts setup below, you will be receiving alerts.

=====Alerts will be Sent to the Following Email Address=====
Here you define which of your Email addresses defined in your Employee Record in CommitCRM will be used when sending the Alerts to you. You can define Email1, Email2 or Both.

====Account Manager Alerts====
The Account Manager of a specific Account is set by assigning an Account to a specific employee in the Account's "Acct Mgr." field.

The Account Manager can receive Alerts or any event in the system which relates to this Account, even when the specific event is not directly related to them, such as a new Appointment scheduled for a different employee that is linked to the Account.

Events which trigger Alerts for Account Managers:
#Account assigned to you
#Account Deleted
#Account Updated - Name, Phone number, Address, etc.
#Account related data updated - Tickets, Charges, Documents, Appointments, Tasks, Assets, Contracts

====Ticket Manager Alerts====
The Ticket Manager is set in the Ticket's "Manager" field. The Ticket Manager may be the assigned technician who is going to perform the actual work for this Ticket, or a manager who overseas the Ticket's completion, and assigns Tasks and Appointments to other employees.

The Ticket Manager can receive Alerts for any event in the system which relates to this Ticket, even when the specific event is not directly related to them (such as a new appointment scheduled that is linked to the Ticket that is assigned to a different employee).

Events which trigger Alerts for Ticket Managers:
#Ticket is assigned to you
#Ticket Deleted
#Ticket Updated - Due Date, Status, Priority, Contract, etc.
#Ticket related data updated - Charges, Documents, Appointments, Tasks, Assets

Note that when you are the Account Manager and the Ticket manager of a Ticket, you will receive a single alert for all events which relate to this Ticket. The Alerts will be received as the Ticket Manager (Account manager alerts are eliminated in this case to avoid duplicate alerts).

====Tickets - Opened, Tickets - Closed====
This is a special role that allows you to receive Alerts when ANY Ticket in the system is opened or closed. If you have this role, you do not need to be the actual manager of a Ticket or Account, or related to them in any way, in order to receive updates for it.

This is useful for employees who need to be aware of all new/closed Ticket activity. For example:
#The "office dispatcher/helpdesk manager" needs to be aware of any new Tickets created in the system in order to dispatch them to the relevant technician.
#The "office financing person/admin" needs to be aware of any Tickets that have closed and need to be billed to the customer.

These Alerts are sent for the following events:
#Ticket - New
#Ticket – Closed

====Calendar - Appointment====
An Appointment Manager is the Employee assigned to the Appointment in the "Employee" field of the Appointment. Only one Employee may be assigned to each Appointment.

As an Appointment Manager you can receive Alerts for any event related to the Appointment:
#New Appointment assigned/unassigned to you.
#Appointment Updated - Date, Time, Linked Account, Linked Contracts, etc.
#Appointment Deleted.

====Calendar - Tasks====
A Task Manager is the Employee assigned to the Task in the "Emp." field of the Task. Only one Employee may be assigned to each Task.

The Task Owner can receive Alerts for any event related to the Task:

#New Task assigned/unassigned to you
#Task Updated - Date, Timer, Linked Account, Linked Contract, etc.
#Task Done

====Calendar - Appointment Reminders====
An Appointment Manager can be notified when their Appointment Reminders are due.

====Calendar - Task Reminders====
A Task Manager can be notified when their Task Reminders are due.

====Internal Messages====
An employee can receive an email alerts about internal messages sent to them.

Important Notes:
#You will not receive an email Alert for changes you have made.
#User Alert setup may take some time to take effect in the CommitCRM Server. In order for it to take effect immediately, you should restart the CommitCRM Server Service.
 

====Proactive Alerts====
Each employee can configure their personal proactive alerts to monitor ticket open and due dates, scheduled appointments and tasks.

[[File:CommitCRM_email_alerts_user_settings_proactive_alerts.png|center]]
 

==Testing The Alerts System==
Testing that the Alerts are defined properly and work require the following:
# '''Testing Outgoing Emails Settings''' - When defining the Outgoing email settings the system provides several test points to make sure all is defined correctly. Follow the instructions in the [[Alerts_Server#Outgoing Email Settings|Outgoing Email Settings]] section. Tests include:
## Verifying your SMTP Connection setting and that your account is working.
## Sending a Test Email.
# '''Testing User Alerts Settings''' - To test that you actually receive the Alerts you want to receive, you first need to complete all the setup steps described above. Only then you should perform updates in the application and see that alerts arrive:
## Make sure your [[Alerts_Server#CommitCRM Alerts User Settings|CommitCRM Alerts User Settings]] are defined.
## Login to CommitCRM using a different user than your own user.
## Make the relevant changes, e.g. update a Ticket you are the manager of.
## Check if an email alert has arrived at your mailbox.

Make sure to check out the [[Alerts_Server#Troubleshooting|Troubleshooting section]] in any case of a problem.

 

==Uninstall Service==
To Uninstall CommitCRM Server service:
# Open the Windows Services Management windows from Control Panel > Administration Tools > Services.
# Stop the CommitCRM Server service.
# Open a command prompt window: Right-click the command prompt icon and and choose 'Run As Administrator'.
# Type the following command: 
<Installation_DIR>\CommitCRM\Server\CommitServer.exe -uninstall

=Tips & Tricks=
'''Tips for filtering incoming Alerts in Outlook'''

In some cases, you may wish to filter the Alerts and move emails that don't interest you to a different Outlook folder so they don't clutter your Inbox.

You can create Outlook rules to filter incoming email according to the Sender (the Alias name you set in the Alerts Server System Settings) or the email's subject.

For example, you may wish to receive Ticket Manager Alerts, but not Alerts for each Document added to the Ticket. To accomplish this, create a rule in Outlook that moves email to another folder based on the subject's prefix. Here is an example of the subject line of a Ticket Manager Alert:

[tkt-mgr] CommitCRM Document - New [0500-0002, Completed, Natalie, Internet - Cafe, Inc.]

You can therefore create a rule that any email starting with: "[tkt-mgr] CommitCRM Document" will be moved to another folder.

=Adding Web Links to Email Alerts=
When using Web Links the system will add a link to the relevant entity in the email alert body. This allows employees to quickly open Commit Web Interface and view or edit the details of the entity being referred in the email. This saves the need to go explicitly to the Web Interface site, login and search for the entity in order to see its details.

See more details in the Web Interface user guide under [[Web_Interface#Setting Web Links Options|Setting Web Links Options]].

=Troubleshooting=

'''I set my user to receive Alerts but I do not get any email alerts'''

'''Solution:''' You should check the following options:
#It can take up to 10 minutes for new Alerts preferences to take effect. You can wait, or restart the CommitCRM Server service in order for the settings to take effect immediately.
#Make sure your system administrator has activated the system alerts (set the system to ON using the ServerConfig utility) and that the CommitCRM Server Windows service is running).
#When testing the alerts, note that you will not receive Alerts for changes you have made. You should perform the changes with a different CommitCRM user.

'''I checked all of the settings, the alerts system is activated, and and I still don't get email alerts'''

'''Solution: '''In some cases, old settings already created wrong email alerts which are "stuck" in the outgoing queue and prevent the system from going on to the new alerts. In this case, you should first cleanup the outgoing queue:
#Stop CommitCRM Server service
#Run <server>\CommitCRM\Server\ServerConfig.exe and make sure all settings are correct. Check that the "From Email Address" is correct. Save any changes you make.
#To delete old pending alerts, delete all the files in the following folder: <server>\CommitCRM\Server\QSysEDOutbox\
#Restart CommitCRM Server service and verify email alerts are being sent

For more Outgoing Emails troubleshooting, please refer to the [[Troubleshooting#Email Connector Installation Troubleshooting|Email Connector Troubleshooting section]] (both the Email Connector and the Alerts Server use the same Outgoing mechanism).

'''I made changes in CommitCRM (i.e. added a new Ticket, etc.) and I am not getting any Alerts'''

'''Solution: '''You only receive Alerts for changes made by other people. When you make a change in the system on entities related to you (e.g. you assign yourself a new Ticket), you will not receive an Alert.

See more troubleshooting at [[Commit Email Connector Troubleshooting | CommitCRM Email Connector Troubleshooting]].

=See Also=
*[[Videos]]
*[[Alerts to Customers]]
*[[Email Connector]]
*[[Commit Alerts Server Troubleshooting | CommitCRM Alerts Server Troubleshooting]]
*[[Alerts Server FAQ]]
*[[KB:_Setting_up_Commit_Email_Connector_and_Commit_Alerts_Server_with_SSL|Setting up CommitCRM Alerts Server with SSL]]

[[Category:Setup]]
[[Category:Installation]]
[[Category:User Manuals]]

Password Manager

2017-06-27T12:48:59Z

Sheli: /* Tips & Tricks */

__TOC__

==Tips & Tricks==

'''URL Field''' 
 
The URL field can be used to execute any valid URL, for example, '''<nowiki>http://</nowiki>, <nowiki>ftp://</nowiki>'''
 

In addition, it can be used to '''execute commands''' by prefixing the field content with '''cmd://''' .

By using the <<Username>> and <<Password>> placeholders you can easily embed the 'Username' and 'Password' field values in the executed URL / Command. The placeholder will get automatically replaced when the URL is executed. 

Examples:

1. Open a text file in Notepad:

'''cmd://C:\Windows\Notepad.exe C:\Documents\SampleFile.txt'''

NOTE: Quotes (") should be used in case the file path contains spaces:

'''cmd://”C:\My Programs\Notepad.exe” “C:\My Documents\SampleFile.txt”'''

 
2. Launch an RDP session by executing a saved RDP configuration file:

'''cmd://c:\saved-rdp-settings\Server1.rdp'''

 
3. Log into a Website or access a Web service:

'''<nowiki>https://www.samplesite.com/default.php</nowiki>?user=<<USERNAME>>&pass=<<PASSWORD>>'''

 
4. Start a save PuTTY session and provide the user credentials automatically:

'''cmd://C:\PuTTY\PUTTY.EXE -load "saved-session-name" -l <<USERNAME>> -pw <<PASSWORD>>'''

==Keyboard Shortcuts==

'''CTRL+B''' - copy Username to clipboard 
'''CTRL+C''' - copy Password to clipboard 
'''CTRL+U''' - execute URL / command

SQL Database for Trial Users

2016-07-21T15:25:31Z

Sheli: /* Installation Instructions */

{{setup}}
==Introduction==
The following documents explains how to install a trial of the SQL Database for CommitCRM. Using this requires contacting the CommitCRM Support team in order to receive trial licenses for the SQL Database for CommitCRM.

__TOC__

==Installation Instructions==

Please follow the instructions bellow to install SQL in trial mode.

Log in as an Administrator, and run the installation file on your server.
The following window is displayed:

Click '''Next'''.

[[File:csd10.1.0.0-step1.gif|center]]

Use the default installation folder and just click '''Next'''.

[[File:csd10.1.0.0-step2.gif|center]]

Type '''your serial number (not the one displayed bellow)''', check 'I have an evaluation Authorization code', and enter '''your authorization code'''.

Click '''Next'''.

[[File:csd10.1.0.0-step3-trial.gif|center]]

In the '''Registered Owner''' field, enter or the name of your business. Select '''Automatic Startup''', and click '''Next'''.

[[File:csd10.1.0.0-step4.gif|center]]

Once the registration is complete, the following window is displayed:

[[File:csd10.1.0.0-step5.gif|center]]

Click '''Exit'''.

====Verifying the installation:====
The SQL runs on the server as a service called the Advantage Database Server.

If you have any program control software installed on your server, remember to allow the Advantage Database Server to act as a server.

In order to start/stop the database server, start and stop the service (named Advantage Database Server) from the Service Manager window (Control Panel > Administrative Tools > Services). Make sure that no one is using CommitCRM when you stop the service.

[[File:10.jpg|center]]

Congratulations! You have installed the SQL Database for CommitCRM.

==See Also==
*[[Commit SQL Database Installation Guide|SQL Database for CommitCRM Installation for Registered Users]]
*[[Commit_SQL_Database_Troubleshooting|SQL Troubleshooting]]

[[Category:Setup]]
[[Category:Installation]]
__NOTOC__

SQL Database for Trial Users

2016-07-21T15:24:47Z

Sheli: /* Introduction */

{{setup}}
==Introduction==
The following documents explains how to install a trial of the SQL Database for CommitCRM. Using this requires contacting the CommitCRM Support team in order to receive trial licenses for the SQL Database for CommitCRM.

__TOC__

==Installation Instructions==

Please follow the instructions bellow to install the SQL Database for Trial Users.

Log in as an Administrator, and run the installation file on your server.
The following window is displayed:

Click '''Next'''.

[[File:csd10.1.0.0-step1.gif|center]]

Use the default installation folder and just click '''Next'''.

[[File:csd10.1.0.0-step2.gif|center]]

Type '''your serial number (not the one displayed bellow)''', check 'I have an evaluation Authorization code', and enter '''your authorization code'''.

Click '''Next'''.

[[File:csd10.1.0.0-step3-trial.gif|center]]

In the '''Registered Owner''' field, enter or the name of your business. Select '''Automatic Startup''', and click '''Next'''.

[[File:csd10.1.0.0-step4.gif|center]]

Once the registration is complete, the following window is displayed:

[[File:csd10.1.0.0-step5.gif|center]]

Click '''Exit'''.

====Verifying the installation:====
The SQL runs on the server as a service called the Advantage Database Server.

If you have any program control software installed on your server, remember to allow the Advantage Database Server to act as a server.

In order to start/stop the database server, start and stop the service (named Advantage Database Server) from the Service Manager window (Control Panel > Administrative Tools > Services). Make sure that no one is using CommitCRM when you stop the service.

[[File:10.jpg|center]]

Congratulations! You have installed the SQL Database for CommitCRM.

==See Also==
*[[Commit SQL Database Installation Guide|SQL Database for CommitCRM Installation for Registered Users]]
*[[Commit_SQL_Database_Troubleshooting|SQL Troubleshooting]]

[[Category:Setup]]
[[Category:Installation]]
__NOTOC__

SQL Database Installation Guide

2016-07-21T15:23:26Z

Sheli: /* Introduction */

{{setup}}
==Introduction==
The following document contains instructions for installing the SQL Database for CommitCRM add-on product.

==Installation Instructions==

Please follow the instructions bellow to install SQL Database for CommitCRM.

Run the installation file on your server using an Administrator user.
The following window will open:

Click Next.

[[File:csd10.1.0.0-step1.gif|center]]

Use the default installation folder and just click Next.

[[File:csd10.1.0.0-step2.gif|center]]

Type '''your serial number (not the one displayed bellow)''', check 'I have a product validation
code', and enter '''your validation code'''. You should leave the ‘Replication Code’ field empty.

Click Next.

[[File:csd10.1.0.0-step3.gif|center]]

In the Registered Owner field, type 'Commit' or your business name.
And select ‘Automatic Startup’.

[[File:csd10.1.0.0-step4.gif|center]]

After the registration has completed successfully the following window is displayed:
If the Advantage Configuration Utility will appear, just exit from it.

[[File:csd10.1.0.0-step5.gif|center]]

Verifying the installation:

The SQL Database for CommitCRM runs on the server as a service called 'Advantage Database Server'.

If you have any program control software installed on your server remember to allow this service
to act as a server.

In order to start / stop the database server simply start and stop the service (called 'Advantage
Database Server') from the Service Manager window (control panel -> administrative tools ->
services). Please make sure no one is using CommitCRM when you stop the service.

[[File:10.jpg|center]]

Done! SQL Database for CommitCRM is installed.

==See Also==
*[[Commit SQL Database for Trial Users|SQL Database for CommitCRM Installation for Trial Users]]
*[[Commit_SQL_Database_Troubleshooting|SQL Database Troubleshooting]]
*[[Commit API Developers Guide]]
[[Category:Setup]]
[[Category:Installation]]

Introduction

2016-07-21T15:22:43Z

Sheli: /* SQL Database for CommitCRM */

{{gettingstarted}}

Welcome to the CommitCRM Introduction page!

CommitCRM is a complete software solution for managing computer services businesses, targeted at small to mid-sized IT service providers. This page will provide you with an introduction to CommitCRM and its terminology and help you ease into using the program.
 
Following you can find information about the features provided with the CommitCRM client application, and the optional advanced features offered to our users.
 
In addition, we recommend that you review the''' [[Videos|Videos section]]''' for helpful instructional videos and demos.
 
__TOC__

=CommitCRM Application Features=
CommitCRM provides a 360 degree view of your customers. Each customer is stored as an ''Account'' in CommitCRM. Around the Customer Database core, you can manage the three main functions of your business - Service & Dispatching, Sales & Marketing, and Billing – all supported by comprehensive modules that integrate with each other and with the core of the system. The application modules are described below and provide pointers to additional information available on our resources.

For new users who are unfamiliar with CommitCRM we offer an option to use "Simple Mode" which hides some of the more complex functions so you can get started and up to speed faster before tackling the more advanced features. You can switch between Simple and Advanced modes at any time just by going to '''View > Switch to Simple/Advanced Mode'''.

== Accounts==

[[File:Accounts_main_window.gif|200px|thumb|right|Accounts main window]]

Your company has ongoing interactions with customers, vendors, business partners, friends, leads, and so on. In CommitCRM, each of these types of contacts is called an '''[[Accounts|Account]]'''. You can open the Accounts window and manage your Account contact data and all other related data.

In [[Accounts]], related data is any other information related to the Account that is presently being managed in CommitCRM, such as scheduled Appointments, open Tasks, Phone Call monitoring, [[Tickets|Ticket]]/incident history, [[Assets]] (customer equipment, software licenses), [[Charges]], linked [[Documents]] (MS-Word, emails, Excel etc.), Sales Opportunities and so on.

Account information is organized in separate tabs, each of which displays a different type of data.

To view all information related to an Account, open the Accounts window, locate the Account you are seeking, and browse through its data by clicking on the information tabs.

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| style="color:#000;" | <div id="mp-tfa">Accounts can be imported from various data sources including Excel files, CSV files, Outlook contacts, QuickBooks and others. To import Accounts, open the Accounts window and select Import Accounts from the Tools menu.
When CommitCRM-Outlook Sync is in use, Accounts can be synchronized between CommitCRM and Outlook. You can also sync CommitCRM Accounts with your PDA or Smart Phone through Outlook.

When the CommitCRM-QuickBooks Link is in use, Accounts can be synchronized between CommitCRM and QuickBooks.</div>
|}
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>> [[Accounts|Read more about Account management in CommitCRM]].

== Tickets==
[[File:Tickets_main_window.gif|200px|thumb|right|Tickets main window]]
As an IT service provider, you provide support to your customers, or Accounts. The services you provide vary and may include installation of new PCs, router setup, anti-virus updates, server administration, printer repair, phone support, fixing network configuration problems, and more. Each incident, problem, or job you handle for a given Account is managed in CommitCRM using a '''[[Ticket Management|Ticket]]'''.

Use the Tickets window to view and manage all your [[Tickets]].

Each Ticket is linked to an Account, and has a unique Number, Description, Type, Assigned Employee and Status. A Ticket can also be linked to an Asset (such as hardware, or software licenses owned by the customer; see the section on [[Introduction#Assets|Assets]] below).

The Ticket provides a central place to track the Ticket activity:
* '''Ticket Status''' - Track a Ticket status and see whether it was scheduled for an on-site visit, whether it is awaiting information from a customer, or whether it was resolved and closed.
* '''Related Data''' - See all related data in a single place including scheduled technician visits, open tasks that must be completed in order for the ticket to be closed, special service notes, information regarding the Account's service contract, linked documents, charges for labor, expenses and parts, etc.
* '''Tickets Inbox''' - Manage all customer-related activity using the [[Ticket_Management#Inbox|Tickets Inbox]]. See new Tickets created by customers or external application (e.g. RMM application) using the [[Web Interface|CommitCRM Web Interface]]or the [[Commit_API_Developers_Guide|CommitCRM API]].
* '''Email Correspondence''' - View and manage [[Ticket_Management#Email_Correspondence|email correspondence]] with the customer or with other employees using the Email Recipients and Ticket History tabs.

 
>> [[Ticket_Management|Read more about Ticket Management]]. 
>> [[Tickets|Read more about a Ticket's lifecycle - booking a ticket, providing service and billing the customer]]. 
>> [[Videos#Ticket_Management|Watch Ticket management Videos]].

== Contracts ==
As a computer services business, you probably use service contracts that describe the service terms you provide to your customers. Use CommitCRM's [[Contracts|Contract]] records to manage your service contracts and track their status.

Note that using the Contracts tool is optional. If you don't have special contract terms with your customers and you bill according to the activity performed (such as labor, expenses, and parts), you can use the default system contract that is automatically created for each Account, and avoid creating and managing contracts yourself.

Each Contract you open in CommitCRM is linked to a selected Account, and has a unique Code, Start and End Date, Type, and Status.

CommitCRM Contracts are categorized according to type: Standard, Block of Time, Block of Tickets and Block of Money. The contract type is set when you create a new Contract, and the system automatically tracks the status of contracts according to their type.

You can create and manage several contracts for each Account and use them concurrently; for example, one contract can be for phone support, another for a one-time network installation project, and another for managing managed services contracts, flat-rate contracts or warranties.

You can use the Contract's sub-code to differentiate between identical contracts for different date ranges.

Every Ticket and Charge (see the section on Charges below) in CommitCRM is created under one of the Account Contracts. When you create a Ticket under an active Contract, the system will warn you if the contract terms are obsolete - e.g. if the block of time allocated has already been used, if the end date has passed, etc.

When a contract has terminated, change its status to Completed. You can use various automation tools to help you renew and complete many Contracts at once. You can also use the status to indicate that a contract has been suspended or cancelled.

>> [[Billing|Read more about Billing and Contract Management]]. 
>> [[Videos#Contracts_.26_Billing|Watch Contract Videos]].

== Charges ==
[[File:Charges main window.gif|200px|thumb|right|Charges main window]]
Tracking '''[[Charges]]''' is a key factor for running your service business well and improving its performance. Most employees, however, consider this to be a nuisance or a burden, which makes it difficult to maximize your full income potential.

Three types of Charges can be tracked in CommitCRM :
*'''Labor Charges''' for services provided.
*'''Expense Charges''' for expenses such as travel and delivery.
*'''Parts Charges''' for parts or products used.

Each Charge record includes a description and information regarding the Account being charged, the charged Item (see the section on Items below), quantity, price, and total amount. Each Charge record can also be linked to a Ticket (optional).

All charges are entered under one of the Account's active Contracts. Charges may automatically affect the current state of the contract where relevant, e.g. they will reduce the duration of time in a Block of Time contract, reduce the amount of money in a Block of Money contract, etc.

A Charge can be set as Billable or Not Billable. When a Charge is set as Billable it means that you intend to bill the customer with this charge. The default value for this is determined by the type of contract under which the Charge is created.

After a customer has been charged for a Billable Charge, the Charge record is set as Billed. This will prevent it from being billed again.

Adding a Charge is easy and can be done in CommitCRM's Main menu, the Tickets window (recommended), the Charges main window, or the Account window.

Use Items to speed up the process of entering new charges (see below). When an Item is selected for a charge, its description and price are automatically copied to the charge record fields to save you from having to manually enter all the relevant data.

Many types of Charge reports are available. These reports are used to bill customers and analyze business performance.

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| style="color:#000;" | <div id="mp-tfa">When the [[QuickBooks Link|CommitCRM-QuickBooks Link]] is in use, it is easy to create invoices in QuickBooks based on Charges entered in CommitCRM. QuickBooks invoices can be generated through Account, Contract, or Ticket records. </div>
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>> [[Billing|Read more about Billing Management]]. 
>> [[Charges|Read more about Charges]]. 
>> [[Videos#Contracts_.26_Billing|Watch Billing Videos]].

== Items ==
[[File:Items main window.gif|200px|thumb|right|Items main window]]
'''[[Items]]''' in CommitCRM are a catalog of all the services and products you offer. The Items list in CommitCRM acts as your price list.

Each Item has a unique Code, Name, Description and Pricing Setting.

There are three types of Items in CommitCRM:

'''Parts Items''' are hardware, software, or any other items you ship to your customer. These items have fixed prices.

'''Labor Items''' are services you provide to your customers, such as server installation, network installation, on-site technician visits, etc. Each Labor item can have a fixed price, a fixed hourly rate, or a dynamic hourly rate that varies depending upon the employee who performs the service.

'''Expense Items''' are used to charge expenses, such as travel and special deliveries. Expense Items can have a fixed price per unit or a fixed hourly rate.

For each new Charge record, an Item is selected and the relevant Item data is automatically copied to the new charge. This streamlines your data entry process.

Items can be Active or Suspended. A suspended Item cannot be selected when adding new charges.

{| id="mp-tfp" style="margin:7px 0 0 0; width:100%; background:none;"

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| style="color:#000;" | <div id="mp-tfa">Items can be imported from various data sources including Excel files, CSV files, QuickBooks, etc. To import Items, open the Items window and select Import Items from the Tools menu.

When the [[QuickBooks Link|CommitCRM-QuickBooks Link]] is in use, changes to Items can be synchronized between CommitCRM and QuickBooks.</div>
|}
|}

>> [[Items|Read more about Items]]. 
>> [[Billing|Read more about Billing Management]]. 
>> [[Videos#Contracts_.26_Billing|Watch Billing Videos]].

== Employees and Users ==
'''[[Employees|Employee]]''' in CommitCRM are the people who work in your service business.

Employees who need to be managed in the system should be marked as Active Employees. Active Employees can be assigned to Tickets, log charges, dispatched for on-site visits for open Tickets, etc.

Active employees can also have their own username and password so they can log in to the system and use it. Every employee is assigned to a [[Employees#Employee Privileges Group|Privileges Group]] that determines what s/he is allowed to do within the system.

Using the CommitCRM Web Interface for Employees, you can give employees remote access to CommitCRM data via a web browser. They can then manage (view/add/edit) various types of information in CommitCRM including: Accounts, Tickets, Appointments, Tasks, Charges (Parts, Labor, and Expenses), Assets and History Notes. They can also view other information including Items, Contracts, Sales Opportunities, and more

When an employee ceases to work for your business, set the employee's status to Not Active. If a username has been created for that employee, it will automatically be removed.

>> [[Employees|Read more about Employees]].

== Assets ==
[[File:Assets details window.gif|200px|thumb|right|Asset details window]]
[[Assets|Asset]] management in CommitCRM lets you track and manage customer equipment and software licenses/subscriptions.

Use the '''Assets''' window to view and manage all Assets records.

Each Asset record can be linked to a selected Account, and has a Name, an optional unique Code, Serial Number, Warranty expiration date, Purchase Date and Price, Vendor information, etc.

A Ticket can be linked to an Asset. Using the Asset window > Tickets Tab, you can view all current and past trouble Tickets related to the selected Asset.

You can also print Asset reports in a variety of layouts.

Each Asset is categorized under one of the following Asset types: Hardware, Software or Other. The Asset type is set when you create a new Asset.

The Asset Status determines whether an Asset is Active or Not Active. Open Tickets can be linked to Active Assets (a warning message pops up when you try to link a Not Active Asset to a Ticket). In Active Assets, the Warranty Expiration date appears in red when it has passed its expiry date.

You can import Assets from various data sources including Excel files, CSV text files, etc.

CommitCRM Web Interface for Employees also lets you manage all Asset details using a web browser so that when technicians are onsite, they can easily add/edit Asset details and view all the previously handled Tickets related to the Asset.

>> [[Assets|Read more about Asset Management in CommitCRM]].

== Sales Opportunities ==
[[File:Opportunities main window.gif|200px|thumb|right|Opportunities main window]]
Winning more business from new and existing customers is the goal of the '''[[Sales|Sales Opportunities]]''' management section in CommitCRM.

[[Sales|Sales Opportunities]] in CommitCRM help you track business opportunities from the first step of the sales cycle through to closing the sale. Whether it's setting up a new server for an existing customer, signing a service contract with a new customer, or an opportunity to win a large network installation, the Sales Opportunities section will help you manage the sale. Managing sales opportunities can help you increase the amount of new business coming in, and forecast future revenues.

A Sales Opportunity record consists of a short description of the opportunity, the related Account, the potential amount involved, the current stage and the current probability for winning.

The Pending tab allows you to enter follow-up tasks for each opportunity. The [[Introduction#History|History tab]] allows you to see all past activities for each opportunity, enter details regarding key personalities and competitors, manage all related documents, emails, and quotes, and much more.

All open/won/lost sales opportunities for a selected Account are visible on the Opportunities tab in the Account window.

>> [[Sales|Read more about Sales Management in CommitCRM]].

== Quotes ==
[[File:Quote_details_window.png|200px|thumb|right|Quote details window]]
CommitCRM provides a quoting module as part of the CommitCRM application.

Using the quoting feature you can easily provide your customers with professional quote forms via email.

To use the quoting module, click the Quotes icon found on the left side navigation pane or from the main menu select View > Quotes.

Main Quoting features:
* Quote your customers for products and services, using your Items list.
* Manage the entire life-cycle of the quote from its initial creation to winning the sale.
* Convert Quotes into QuickBooks Invoices or billable Charges.
* Let customers '''view and accept Quotes via the Customer Web portal'''.
* Customize Quote printable formats.
* Manage Quotes using both CommitCRM client and the Web interface.

>> [[Quotes|Read more about Quote Management in CommitCRM]].

== Dispatcher and Calendar ==
[[File:Dispatcher window.gif|200px|thumb|right|Dispatcher window]]
Dispatching the right technician to the right site at the right time is no simple task, especially when you must consider the current locations of your technicians, their next on-site visits and appointments, their skills, etc. As your business grows, managing these tasks becomes even harder.

CommitCRM improves your ability to dispatch by integrating the Calendar and the Dispatcher control board into one single window. This enables you to view the daily and weekly calendars for selected technicians, and see a "dispatcher view" that displays the schedules of technicians side by side (each in its own column) as well as all the open Tickets that were selected to be displayed on the Dispatcher board.

To dispatch an open Ticket to a technician, open the Dispatcher window. Drag the Ticket from the bottom and drop it on the Employee column at the desired time. This will open a new appointment window with all the relevant data already filled in.

The '''Calendar''' is also used to manage generic business appointments and tasks like sales meetings, team meetings, follow-up, etc. Each appointment or task is linked to a selected employee and can be linked to an Account, Ticket, Contract or Sales Opportunity.

The '''Pending''' tab in the Account window, Ticket window, Contract window, or Sales Opportunity window displays all the scheduled appointments and tasks linked to that record. Double-click the Pending tab to open the Appointment window and edit its details. Each change made on the Pending tab will automatically be updated in the Calendar window and vice versa.

When CommitCRM-Outlook Sync is in use, Appointments and Tasks can be synchronized between CommitCRM and Outlook®. You can also sync CommitCRM calendar data with your PDA or Smart Phone through Outlook®.

>> [[Tickets|Read more about Ticket Lifecycle and Dispatching]]. 
>> [http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Watch Getting Tutorial Video demonstrating Ticket dispatching and billing].

== Documents ==
[[File:Documents main window.gif|200px|thumb|right|Documents main window]]
CommitCRM's [[Documents|Document management tool]] helps you effectively file your documents and other files under the relevant Account, Ticket, Sales Opportunity, etc. You can keep files in any format, whether it's a Word® document, Excel® file, email, fax, presentation, scanned document or image.
 
Each document is filed under an Account and is also optionally filed under Tickets, Contracts, Assets and/or Sale Opportunities as well. You can view all existing documents for a specific Account or Ticket by visiting the Documents tab for the selected record.
 
The main Documents window is used to view and manage all documents for all Accounts.
 
You can create a new Word document, drag-and-drop an existing file to create it in CommitCRM, create a document from a template, and more. All documents can then be opened by double-clicking on them from within CommitCRM, which will automatically open the file and the relevant application.
 
Outlook and Outlook Express emails can be filed as documents in CommitCRM under the correct Account simply by dragging and dropping them! The email message is saved and can then be opened with Outlook together with its attachments.
 
CommitCRM also lets you batch-import existing files into CommitCRM by using the Import Documents Folder option. This option can save you a lot of time, especially when you are just starting to work with CommitCRM and you may have large numbers of files you wish to import.
 
>> [[Documents|Read more about Document management in CommitCRM]].

==Knowledge Base==
[[File:KB_main_window.gif|200px|thumb|right|Knowledge Base main window]]
The CommitCRM Knowledge Base allows users to manage articles, categorize them, attach documents to them, and more, all from within CommitCRM. Each article is assigned a title, problem description, and solution. The Knowledge Base can help technicians solve issues when on-site, and it can also allow customers to access articles, so they can resolve issues on their own

Knowledge Base articles can be accessed via the client application and or by using the Web interface

The Knowledge Base provides the following benefits:
* Better and faster customer support: Access to the Knowledge Base provides quicker problem resolution for the employee and 24 x 7 Web customer self-service.
* Reduced operational costs: When employees and customers can solve problems more independently, call volume is lowered, allowing support representatives to service more customers.
* Reduced employee training time: The Knowledge Base enables new and existing employees to acquire job knowledge faster, reducing training time and providing higher job quality.
* Centralized and retained employee knowledge: A centralized Knowledge Base prevents knowledge from leaving when an employee leaves the company.
 

>> [[Knowledge_Base|Read more about CommitCRM's Knowledge Base]].

== History ==
[[File:History main window.gif|200px|thumb|right|History main window]]
[[History]] allows you to see at a glance ALL the actions and events that have occurred for any Account, Ticket, Asset, Sale Opportunity or Contract. These actions all appear in one list in which events are presented in chronological order.

Visiting the History tab of an Account, for example, will show all past activities related to it, such as Phone Logs, closed Tickets, completed Tasks, completed Appointments, won Sales Opportunities, sent emails, linked Documents, Charges entered for labor and expenses, and more. Similarly, visiting the History tab of a Ticket will show all past activities related to that ticket.

The history data is automatically created while you use CommitCRM; you don't have to do anything to maintain it.

History events can also be added manually. To do this, add a History Note record from the History window or tab. A History Note can also be regarded as a note with a time stamp. To log a summary of a phone call, for example, you can add a History Note, which will appear as another item under History.

>> [[History|Read more about tracking activity history in CommitCRM]].

 

== Reports ==
Reports in CommitCRM enable you to effectively review information and analyze clients and employee details. All your data is stored in one location, and can be easily accessed and aggregated into reports specifically designed to keep your finger on the pulse of your company. Reports keep all client information in a single location, accessible by any employee with proper security.
 
CommitCRM gives you more than a dozens of pre-designed reports that you can run at the click of a button. You can easily set parameters to filter your reports by date range, accounts, and more. The pre-built report families are divided by modules and include Account Reports, Charge Reports, Ticket Reports, Asset Reports and so on.
 
The Reports tool also includes a powerful Report Designer tool. You can use the same tool to produce customized reports for each of your customers to help illustrate and document the value of the services you provide.
 
'''Reports Feature List'''
* Standard reports supplied with the application.
* Customize you own reports.
* Reports Sharing Center which lets you share customized reports with other CommitCRM users.
 
'''Report User Guides'''
* [[Generating_Reports_User_Guide|Report Generation User Guide]].
* [[Report_Designer_User_Guide|Report Designer User Guide]].
* [[Community_Sharing_Center|Reports Sharing Center]].
* [[Reports_FAQ|Reports FAQ]].
* [http://www.commitcrm.com/videos/commit_report_designer_tutorial_video.htm Watch a video about Customizing Reports].
 

=Advanced Features=
Following is a short introduction about CommitCRM's optional add-on modules.

==CommitCRM-Outlook Sync==
The [[Commit-Outlook_Sync|CommitCRM-Outlook Sync]] module supports two-way data synchronization between CommitCRM and Outlook, which means that any additions and changes performed in one program will transfer over to the other. Note that the synchronization module allows information from Contacts, Appointments and Tasks to be synchronized.

CommitCRM-Outlook Sync synchronizes your '''Appointments''', '''Tasks''' and '''Accounts''' between the application, and provides auto-sync options to automatically sync at predefined intervals. You can sync with your local Outlook folder or with your Exchange server Outlook folders.

By synchronizing your CommitCRM data with Outlook you can achieve the following:

* Increased availability of your critical business data.
* Easy dispatching of service tickets to technicians in CommitCRM who can synch the scheduled appointment with their Outlook calendars.
* Easily transfer new prospects from Outlook into CommitCRM.
* Carry your updated customer and calendar information with you on your PDA or Smart Phone.

>> [[Commit-Outlook_Sync|Read more about CommitCRM-Outlook Sync features and setup]].

==CommitCRM-QuickBooks Link==
Using the powerful [[QuickBooks Link|CommitCRM-QuickBooks Link]] you can run your computer services business more efficiently. It was designed to simplify routine business, accounting and financial management tasks. With the CommitCRM-QuickBooks Link, you only need to enter data once and it will appear in both CommitCRM and QuickBooks. This feature not only saves you the time of manually entering data, but it also minimizes the problems of duplicate, redundant and wrong data common to manual data entry. Now you can synchronize your data between CommitCRM and QuickBooks and ensure data accuracy, enhance your flexibility, and increase your control over your bottom line.

The CommitCRM-QuickBooks Link includes the following features:

'''Customers'''
*Import all your QuickBooks Customers into CommitCRM.
*Changes made to QuickBooks Customers can be synchronized with CommitCRM.
*Create a new Customer in QuickBooks based on a selected CommitCRM Account.
*Create links between existing CommitCRM Accounts and QuickBooks Customers to automate synchronization between them
*Send and receive updates for selected Accounts/Customers

'''Vendors'''
*Import all your QuickBooks Vendors into CommitCRM.
*Changes made to QuickBooks Vendors can be synchronized with CommitCRM.
*Create a new Account in CommitCRM based on a selected QuickBooks Vendor.
*Create a new Vendor in QuickBooks based on a selected CommitCRM Account.
*Create links between existing CommitCRM Accounts and QuickBooks Vendors to automate synchronization between them.
*Send and receive updates for selected Accounts/Vendors.

'''Items'''
*Import any/all of the following QuickBooks Items into CommitCRM:
**Service Items => Labor Items in CommitCRM
**Inventory Parts => Products/Parts in CommitCRM
**Non-Inventory Parts => Products/Parts in CommitCRM
**Inventory Assembly Items => Products/Parts in CommitCRM
**Other Charge Items => Expenses in CommitCRM
*Changes made to QuickBooks Items can be synchronized with CommitCRM
*Create a new Item in CommitCRM based on a selected QuickBooks Item
*Create a new Item in QuickBooks based on a selected CommitCRM Item
*Create links between existing CommitCRM Items and QuickBooks Items to automate synchronization between them
*Send and receive updates for selected Items

'''Invoices'''
*Generate QuickBooks invoices based on charges entered in CommitCRM
*Generate invoices at different levels:
**Account - Invoices generated at the Account level may include any charges linked to this account, its contracts and tickets.
**Contract - Generating an invoice at the Contract level may include only charges which are linked to this specific contract
**Ticket - Generating an invoice at the Ticket level may include only charges which are linked to this specific ticket
*See total unbilled pending charges according to Account, Contract and Ticket
*Select which charges to include in the invoice
*Create a QuickBooks invoice directly from the Account, Contract, or Ticket windows
*View all charges included in a QuickBooks invoice by filtering charges by the invoice reference value

>> [[QuickBooks_Link|Read more about CommitCRM-QuickBooks Link features and setup]]. 
>> [[QuickBooks_Link#Supported_Editions|See Supported QuickBooks editions]].

==Employees Web Interface==
[[Web Interface|CommitCRM Web Interface]] enhances the power of CommitCRM by extending its reach to remote users or satellite offices anywhere via the Internet.

CommitCRM Web Interface for Employees is a Web based application that enables your employees to access data in CommitCRM through a standard web browser.

IT professionals may spend most of their time out of the office. Typically, you work at client sites and from home, and need to keep up to date with your schedules, assigned tickets and tasks, customer information and more. This is where CommitCRM Web Interface comes in to play.

The Employees Web Interface module enables employees to access CommitCRM data remotely using a web browser and their web username/password. They can then manage (view/add/edit) various types of information in CommitCRM including: Accounts, Tickets, Appointments, Tasks, Charges, Assets, History Notes and so on.

Web users can be defined for all Active Employees in CommitCRM, and permission to use the web interface can be granted or denied to certain employees.

Using the Web Interface also provides you the ability to work with [[Subcontractors]]. The [[Subcontractors]] feature allows you to effectively manage subcontractors and track their work. You can let subcontractors access the system via the CommitCRM Web Interface, restrict them to view only specific Accounts and give them limited privileges.

From a technical perspective, CommitCRM Web Interface runs on your server as a Windows service and serves incoming requests from employees or customers who are logged in. For maximum security, you can easily set CommitCRM Web Interface to use your SSL certificates so that encrypted Https: connections will be used.

>> [[Web_Interface|Read more about CommitCRM Web Interface features and Setup]]. 
>> [[subcontractors|Read more about working with subcontractors]]. 
>> [http://www.commitcrm.com/videos/web_interface_installation_video.htm Watch Web Interface Setup Video].

==Customers Web Portal==
The Customers Web Portal lets your customers login to CommitCRM via a browser and view data which is relevant to them, including open Tickets, closed Tickets, Contract Status, pending bills, and so on. Customers can also open new tickets which will automatically receive a ticket number and enter the Ticket Inbox in CommitCRM.

You can receive email alerts whenever a customer creates a new ticket, or updates an old one, via the CommitCRM Web Interface.

CommitCRM Web Interface is a simple, clear and easy to understand interface. Your staff and customers will quickly feel comfortable with the program with a minimum of training.

CommitCRM Web Interface's look is customizable. With a few HTML changes to the basic settings, you can customize the interface to display your company name, logo and contact information on every page.

>> [[Web_Interface|Read more about CommitCRM Web Interface features and Setup]]. 
>> [[Web_Interface#Setting_Customer_Privileges|Read more about setting customer privileges]]. 
>> [http://www.commitcrm.com/videos/web_interface_installation_video.htm Watch Web Interface Setup Video].

==Email to Ticket==
[[Email_Connector|CommitCRM Email Connector]] automatically generates new service Tickets in CommitCRM from incoming customer emails or from MSP systems automated email alerts. This feature saves time, reduces response time, and as a result increases customer satisfaction.

CommitCRM Email Connector pulls incoming emails from your POP3 mail server (including Microsoft® Exchange® servers), processes the email and performs the following actions:
# Finds the CommitCRM Account or Contact which matches the "From" email address of the incoming email.
# Automatically creates a new Service Ticket in CommitCRM which is linked to the relevant Account.

>> [[Email_Connector|Read more about CommitCRM Email Connector]]. 
>> [http://www.commitcrm.com/videos/email_connector_setup_video.htm CommitCRM Email Connector Setup video (recommended!)].

==Email Threading for Tickets==
Starting with CommitCRM 5.3 [[Email_Connector|CommitCRM Email Connector]] provides a platform for managing '''all email correspondence''' for Tickets.

CommitCRM Email Connector receives and distributes all email correspondence for you. If a customer replies to your support email in regards to a specific ticket, or if you, as a technician, reply to the customer or to another employee, the correspondence will be automatically filed under the ticket in the system and distributed automatically to the recipients defined for the Ticket.

>> [[Ticket_Management#Email_Distribution_via_Commit_Email_Connector|Read more about managing email distribution via CommitCRM Email Connector]].

==Email Alerts==
The [[Alerts Server|CommitCRM Alerts Server]] send email alerts when certain events happen in the system, like a new Ticket is created, new Appointments are scheduled, updates are made to existing records, and more.

CommitCRM Alerts Server provides the following features:
# '''Email Alerts to Employees''' - Notifies technicians by email when they have new tasks they need to perform, and when any updates have taken place in the system which concern them. These email Alerts are triggered by various system events.
# '''Email Alerts to Customers''' - Notifies customers when a new ticket is created or a ticket is closed. See more details in [[Alerts to Customers]].

Using CommitCRM Alerts helps automate many workflow-related tasks so that employees are constantly up-to-date on their tasks and responsibilities. Each user can define their own Alert settings and decide when they wish to receive Alerts. The Alerts they are eligible to receive are determined by their user role in each case.

Note that CommitCRM Alerts runs as a part of the CommitCRM Server, so the Server must be installed and running in order to use the CommitCRM Alerts.
 

>> [[Alerts_Server|Read more about CommitCRM Alerts Server features and setup]]. 
>> [http://www.commitcrm.com/videos/email_connector_setup_video.htm Alerts Server Setup Video (recommended!)].

==CommitCRM API==
CommitCRM provides various API tools in order to read/add/update information in the CommitCRM database. These tools are available to all users and no additional download is required in order to start using the API.
 
The CommitCRM API tools include:
* Programming API for retrieving and updating data.
* API by Email (via [[Email Connector|CommitCRM Email Connector]]).
* ODBC Link for read-only purposes.
 
The CommitCRM API provides developers with a set of APIs which allow them to perform database transactions in order to read, add and update records in the CommitCRM database. The API can be used as a Programming API by embedding code which uses the API functions, or as an API by Email (available only for adding or updating data) which allows you to send XML formatted emails which will be processed and executed.
 
>> [[Commit_API_Developers_Guide|Read more about CommitCRM API and ODBC]]. 
>> [[API_by_Email_and_MSP_Integration|Read more about API by Email]]. 

 

==SQL Database for CommitCRM==
''Note: The CommitCRM system provides a reliable, advanced and network-ready shared file-based database which doesn't require the server-based database described below. This is an '''optional''' add-on.''

The SQL Database for CommitCRM is an optional product for the CommitCRM product. SQL includes a SQL-based client/server database server that provides a robust solution for larger networks with many concurrent users and a high-database transaction volume. It provides bulletproof data integrity on networks and increased speed.

SQL also grants you the license to use CommitCRM remotely when using technologies such as Terminal Services or Citrix. This allows remote users to run CommitCRM through a remote session on the server. We also recommend our CommitCRM Web Interface module for remote users.

There are no ongoing administrative costs. SQL runs on your server and almost never require any user intervention, settings, periodic maintenance, etc.

SQL is an optional add-on product that is licensed and priced according to the number of concurrent open connections to the database, meaning the number of PCs, servers or terminal services sessions who access the CommitCRM database server at the same time.

>> [http://www.commitcrm.com/products/sql-database Read more about SQL Database for CommitCRM]. 

=See Also=
*[[Accounts]]
*[[Billing]]
*[[Ticket Management]]
*[[Assets]]
*[[Sales]]
*[[Documents]]
*[[Knowledge Base]]
*[[Commit-Outlook_Sync|CommitCRM-Outlook Sync]]
*[[QuickBooks_Link|CommitCRM-QuickBooks Link]]
*[[Web_Interface|CommitCRM Web Interface]]
*[[Email_Connector|CommitCRM Email Connector]]
*[[Alerts_Server|CommitCRM Alerts Server]]
*[[Videos]]

[[Category:Getting Started]]

Main Page

2016-07-18T08:51:09Z

Sheli:

{| id="mp-topbanner" style="width:100%; background:#ffffff; margin-top:1.2em; border:1px solid Silver;"
| style="width:56%; color:#000;" |

{| style="width:280px; border:none; background:#ffffff; margin-left:28%"
| style="width:280px; text-align:center; white-space:nowrap; color:#000;" |
<div style="font-size:180%; border:none; margin:0; padding:.1em; color:#000;">Welcome to the CommitCRM Wiki</div>
<div style="top:+0.2em; font-size:120%;">CommitCRM Support Documentation Center.</div>

|}

| style="width:16%; font-size:95%;" |
* [http://www.commitcrm.com/free-trial/free-trial-download/ Download CommitCRM]
* [http://www.commitcrm.com/forum/ Forums]
* [http://www.commitcrm.com/products/why-commitcrm/ Why CommitCRM?]
* [http://www.commitcrm.com/about-us/ About Commit]
|}

{{Col}}
 
=New to CommitCRM?=

*[[Introduction|Introduction to CommitCRM]]
*[[Getting Started|Getting Started]] ([http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Watch Video])
*[[#Setup & Installation|Setup & Installation]] ([[Videos#Installation Guides|Watch Videos]])
*[[Videos|All Videos]]
*[[FAQ]]

 

=Documentation=
*[[#Getting Started|Getting Started]] ([http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Watch Video])
*[[#Setup & Installation|Setup & Installation]] ([[Videos#Installation Guides|Watch Videos]])
*[[#Videos|All Videos]]
*[[#Work Flows|Work Flows]]
*[[#User Manuals|User Manuals]]
*[[#Office Management|Office Management]]
*[[#Service Management|Service Management]]
*[[#Billing|Billing]] ([[Videos#Contracts & Billing|Watch Videos]])
*[[#Import and Export|Import and Export]]
*[[#Customization|Customization]]
*[[#Privileges|Privileges]]
*[[#Integration|Integration]]
*[[#FAQ|FAQ]]
*[[:Category:KB|CommitCRM KB Articles]]

{{Break}}

=Popular Forum Threads=
*[http://www.commitcrm.com/support/version-update/ New CommitCRM 11 Release!]
*[http://www.commitcrm.com/forum/showthread.php?t=1208 Running an IT Services Business Forum ]
*[http://www.commitcrm.com/forum/showthread.php?t=1037 The IT Toolbox – Community Based Resources for IT Professionals]
 

=Recent KB Articles=
*[[KB:_Keeping_Your_Customers_In_Touch_With_You|Keeping Your Customers In Touch With You]]
*[[KB:_Integrating_CommitCRM_Wiki_Search_Into_Your_Browser|Integrating CommitCRM WIki Search Into Your Browser]]
*[[KB:_Web_Interface_Free_Text_Fields|Web Interface Free Text Fields]]
*[[KB:_How_To_Rename_Fields|How To Rename Fields]]
*[[KB:_Setting_up_CommitCRM_with_Terminal_Services|Setting Up CommitCRM with Terminal Services]]
*[[KB:_How_To_Create_Tickets_On_Behalf_of_Your_Customers_Using_Emails|How To Create Tickets On Behalf of Your Customers Using Emails]]
{{Colend}}


==[[Getting_Started|Getting Started]]==

*[[Introduction|Introduction to CommitCRM]]
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Videos#Installation Guides|Installation Videos]]
*[http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Getting Started Tutorial Video]
 

==[[Setup|Setup & Installation]]==
'''Client'''
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Videos#Installation Guides|Installation Videos]]
*[[Accounts | Account Setup]]
*[[Employees | Employee Setup]]
*[[Privileges | Privileges Setup]]
*[[Import and Export]]
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]
*[[Xero_Link|CommitCRM-Xero Link]]

'''Server'''
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Web Interface|CommitCRM Web Interface]] ([http://www.commitcrm.com/videos/web_interface_installation_video.htm Watch Video])
*[[Email Connector|CommitCRM Email Connector Setup]] ([http://www.commitcrm.com/videos/email_connector_setup_video.htm Watch Video]), [[Ticket_Management#Email_Distribution_via_CommitCRM_Email_Connector|Email Threading via CommitCRM Email Connector]]
*[[Alerts Server|CommitCRM Alerts Server]] ([http://www.commitcrm.com/videos/commit_alert_server_setup_video.htm Watch Video])
*[[Report Scheduler|CommitCRM Report Scheduler]]
*[[MSP_Integration_Setup|RMM/MSP Systems Integration]]
*[[GFI_MAX_Link|GFI MAX Link Setup Guide]]
*[[Continuum_Link|Continuum Link Setup Guide]]
*[[Commit SQL Database Installation Guide | CommitCRM SQL Database (CSD) Installation Guide (for registered CSD users)]]
*[[Commit SQL Database for Trial Users|CommitCRM SQL Database for Trial Users]]

'''Upgrades'''
*[http://www.commitcrm.com/videos/commitcrm_upgrades_video.htm Upgrading CommitCRM Video]
 

==[[Videos|Videos]]==
*[http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Getting Started Tutorial]
*[http://www.commitcrm.com/videos/web_interface_installation_video.htm Web Interface Installation]
*[http://www.commitcrm.com/videos/email_connector_setup_video.htm Email Connector Installation]
*[http://www.commitcrm.com/videos/commit_alert_server_setup_video.htm Alerts Server Installation]
*[[Videos#Ticket_Management|Ticket Management Videos]]
*[[Videos# Contracts & Billing|Billing Videos]]
*'''[[Videos|To All Videos!]]'''
 

==[[Work_Flows|Work Flows]]==
*[[Tickets|Ticket Lifecycle]] ([[Videos#Ticket Management|Watch Videos]])
*[[Ticket Management]] ([[Videos#Ticket Management|Watch Videos]])
*[[Billing Lifecycle]] ([[Videos#Contracts & Billing|Watch Videos]])
*[[Project Management]]
*[[Recurring Contracts]] ([http://www.commitcrm.com/videos/commit_contracts_batch_copy_wizard_video.htm Watch Video])
*[[SLA|Service Level Agreements (SLA)]]
*[[Over-used Hours]]
*[[Rolling-over Hours]]
*[[Asset Warranties]]
*[[Preventive Maintenance]]
*[[Return Material Authorization (RMA)]]
*[[Barcodes and Assets]]
*[[Sales|Sales Management]]
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Managing Quotes]]
*[[Filters|Searching with Filters]]
 

==[[User_Manuals|User Manuals]]==
*[[Billing]] ([[Videos#Contracts & Billing|Watch Videos]])
*[[Assets]]
*[[Sales]]
*[[Accounts]]
*[[Ticket Management]] ([[Videos#Ticket Management|Watch Videos]])
*[[Quotes]]
*[[SLA|Service Level Agreements (SLA)]]
*[[Knowledge Base]]
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Email Templates]]
*[[Documents]]
*[[Filters|Using Filters]]
*[[Statistics Board]]
*[[Web Interface|CommitCRM Web Interface]] ([http://www.commitcrm.com/videos/employee_web_interface_tutorial_video.htm Overview Video], [http://www.commitcrm.com/videos/web_interface_installation_video.htm Installation Video])
*[[Generating_Reports_User_Guide|Generating Reports]]
*[[Report_Designer_User_Guide|Report Designer]] ([http://www.commitcrm.com/videos/commit_report_designer_tutorial_video.htm Watch Video])
*[[To-do Lists]]

'''Integration'''
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Xero_Link|CommitCRM-Xero Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[Email Connector|CommitCRM Email Connector]] ([http://www.commitcrm.com/videos/email_connector_setup_video.htm Installation Video])
*[[Alerts Server|CommitCRM Alerts Server]] ([http://www.commitcrm.com/videos/commit_alert_server_setup_video.htm Installation Video])
*[[Report Scheduler|CommitCRM Report Scheduler]]
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]
*[[MSP_Integration_Setup|MSP Systems Integration]]
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]

*'''[[Videos|All Video Tutorials]]'''
 

==[[Office_Management|Office Management]]==
*[[Accounts]]
*[[Employees]]
*[[Subcontractors]]
*[[Privileges]]
*[[Documents]]
*[[Documents#Using Word Merge Templates|Word Templates]]
*[[Email Templates]]
*[[Documents#Managing Outlook Emails within CommitCRM|Filing Emails]]
*[[History]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[Sales|Sales Management]]
*[[Quotes]]
*[[Statistics Board]]
*[[Filters|Searching with Filters]]
*[[Reports|Reports]]
 

==[[Service_Management|Service Management]]==
*[[Ticket Management]] ([[Videos#Ticket_Management|Watch Videos]])
*[[Tickets|Ticket Lifecycle]] ([[Videos#Ticket_Management|Watch Videos]])
*[[Tickets#Dispatch the Ticket|Dispatcher]] ([http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Watch Video])
*[[Assets]]
*[[Managing Quotes]]
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Email Templates]]
*[[Knowledge Base]]
*[[Billing]] ([[Videos#Contracts & Billing|Watch Videos]])
 

==[[Billing_Topics|Billing]]==
*[[Videos#Contracts_&_Billing|Billing Videos]]
*[[Billing|Billing User Guide]]
*[[Items]]
*[[Charges]]
*[[Charges#Using_the_Timer_to_Add_Charges|Timer]]
*[[Charges#Tracking_Time_Spent|Time Tracking]]
*[[Contracts]]
*[[Custom Pricing]]
*[[SLA|Service Level Agreements (SLA)]]
*[[Contract-Price Charges|Billing for Your Contracts]]
*[[Recurring Contracts]]
*[[Charges#Charging Using Taxes|Taxes]]
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Xero_Link|CommitCRM-Xero Link]]
*[[Charges#Using CommitCRM Charge Reports|Reports]]
 

==[[Import_and_Export|Import and Export]]==
*[[Import Accounts]]
*[[Import Tickets]]
*[[Import Assets]]
*[[Import Items]]
*[[Documents#Importing Existing Documents|Import Documents]]
*[[Knowledge Base#Importing Articles|Import Knowledge Base Articles]]
*[[Importing from QuickBooks]]
*[[Syncing Accounts with Outlook|Import from Outlook (CommitCRM-Outlook Sync)]]
*[[Import and Export FAQ]]
*[[Import_and_Export_FAQ#Can_I_export_data_from_CommitCRM.3F|Export Data]]
*[[Community_Sharing_Center|Community Sharing Center]]
 

==[[Customization|Customization]]==
*[[Field Customization]]
*[[Report Customization]] ([http://www.commitcrm.com/videos/commit_report_designer_tutorial_video.htm Watch Video])
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Email Templates]]
*[[Filters]]
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]
*[[Customization FAQ]]
 

==[[Privileges|Privileges]]==
*[[Employee Privileges]]
*[[Subcontractors#Subcontractors_Permissions|Subcontractors Privileges]]
*[[Customer Privileges]]
*[[Privileges_FAQ|Privileges FAQ]]
 

==[[Integration|Integration]]==
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Xero_Link|CommitCRM-Xero Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[Commit Online Services|CommitCRM Online Services]]
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]
*[[API by Email and MSP Integration|API by Email]]
*[[API by Email and MSP Integration|Automated Emails]]
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]
*[[Continuum_Link|CommitCRM-Continuum Link]]
*[[GFI_MAX_Link|CommitCRM-GFI MAX Link]]
*[[MSP_Integration_Setup|MSP Systems Integration]] ([[MSP_Integration_Setup#Kaseya.E2.84.A2|Kaseya™ ]], [[MSP_Integration_Setup#Level_Platforms.E2.84.A2_Managed_Workspace.E2.84.A2|Level Platforms™ Managed Workspace™]], [[MSP_Integration_Setup#N-able.E2.84.A2_N-central.E2.84.A2|N-able™ N-central™]])
*[[Documents#Importing Existing Documents|Import and Export (Excel, CSV, etc.)]]
*[[Documents#Using Word Merge Templates|Word Templates]]
 

==[[FAQ|FAQ]]==
*[[Tickets FAQ|Tickets]]
*[[Contracts FAQ|Contracts]]
*[[Dispatcher & Calendar FAQ|Dispatcher & Calendar]]
*[[Charges FAQ|Charges]]
*[[Items FAQ|Items]]
*[[Reports FAQ|Reports]]
*[[Import and Export FAQ|Import & Export]]
*[[QuickBooks FAQ|QuickBooks]]
*[[Web Interface FAQ|Web Interface]]
*[[Outlook Integration FAQ|Outlook Integration]]
*[[Alerts Server FAQ|Alerts Server]]
*[[Email Connector FAQ|Email Connector]]
*[[Employees & Users FAQ|Employees & Users]]
*[[Documents FAQ|Documents]]
*[[Accounts FAQ|Accounts]]
*[[Assets FAQ|Assets]]
*[[Knowledge Base FAQ|Knowledge Base]]
*[[Activity Templates FAQ|Activity Templates]]
*[[Online Services FAQ|Online Services]]
*[[Customization FAQ|Customization]]
*[[Backup and Restore FAQ|Backup & Restore]]
*[[Global Settings FAQ|Global Settings]]
*[[Labor Rates FAQ|Labor Rates]]
*[[History FAQ|History]]
*[[Privileges FAQ|Privileges]]
*[[Messages FAQ|Messages]]
*[[Taxes FAQ|Taxes]]
 

__NOTOC__

Tickets

2016-07-13T09:38:09Z

Sheli: /* Create a New Ticket */

{{servicemanagement}}
=Scope=
This document covers the basic Ticket life cycle, from creating a new Ticket until it is completed and billed to the customer.

Other recommended reading:
*'''[[Ticket Management|Ticket Management]]''' - This user guide covers new concepts and features regarding Ticket Management introduced with the release of CommitCRM version 5.3. The main features include New Ticket Navigation, New Ticket Inbox View and enhanced Email Correspondence Management.
 
__TOC__

= Service Management Flow =
The basic flow includes the following steps (click each step to learn more about it):

<div class="center">'''[[Tickets#Open the Account Window|Open the Account Window]]''' Find an existing Account or create a new one

V

'''[[Tickets#Create a New Ticket|New ticket]]''' A Customer creates a Ticket via the [[Web Interface]] or A Technician creates a Ticket via the Application or the [[Web Interface]]

V

'''[[Tickets#Dispatch the Ticket|Dispatch]]''' (optional): If the Ticket requires an Appointment (i.e. an on-site visit), Dispatch the Ticket to the correct technician

V

'''[[Tickets#Resolve the Ticket|Resolve]]''' Add '''Charges''' describing the work done and '''Resolve''' the Ticket

V

'''[[Tickets#Bill the Customer|Bill the customer]]''' If the Charge is Billable – create [[Charges#Using CommitCRM Charge Reports|Charges reports]] or [[QuickBooks_Link|Invoices]]
</div>

=New Ticket Flow=
This section will demonstrate how to create a new Ticket for an [[Accounts|Account]], and how to easily dispatch it to the relevant technician.

== Before you start ==
This guide assumes you already have some Accounts in the system. You can create Accounts by importing Accounts from Outlook, QuickBooks or any other data source. You can read more about how to import Accounts into CommitCRM in the [[Setup|CommitCRM Setup Guide]].

You can also create an Account manually from within CommitCRM:

#From the Accounts Window, click the '''New''' icon .
# Fill in the Account details.
#Click '''OK''' to save.

===Open the Account Window===
At the top of the Account window, there is a Search pane. Using the '''Find''' field, you can search for an Account by any keyword, or you can '''search''' according to specific fields, such as phone numbers, company name, etc.

Once the search word has been typed, hit the Enter key or click Refresh.
You will now see a filtered list of Accounts which includes only those who match the search criteria.

[[File:tutorial_accounts_window.gif|center]]

Note that you can also do a quick search by type, by selecting the '''[all types]''' drop down list and selecting the relevant type.

Once the desired Account appears in the search results list, double-click it to see its complete details.

Note that the Accounts list has several possible '''Views''': Complete Details, List and Details, List, Business Cards, List and Complete Details. You can select the display using the View menu on the top right-corner of the window

[[File:tutorial_accounts_view_menu.gif|center]]

Also note that the blue '''Accounts''' on this tool bar is a menu which contains options which are relevant for Accounts only, this menu is also available in the '''Main menu > Accounts'''.

==Create a New Ticket==
From the Account window, you can create a new Ticket in the following ways:

#From the Tickets, tab, click the New icon on the bottom of the tab.
#Click the More Actions button on the tool bar and select '''New ticket for Account'''.
#From the Main menu, select '''File > New > Ticket...''' Note that this option will not automatically use the selected Account - you need to use one of the Account options (the first two) for this.

Repeat the first step (click the new icon from the Tickets tab).

The''' New Ticket''' window opens:

[[File:tutorial_ticket_new_window.png|center]]

*'''Account''' - The Account is already selected since the Ticket was opened from within a specific Account. Note: If you wish to open a Ticket for a new Account, you can click the '+' in the Account field to add a new Account. 
**The Account's Description In the box beneath the Account name, you will see a summary of the Account's '''Description''' and the '''Service Internal Description'''. You can use the Account's Internal Description in order to keep special comments regarding the service level for this customer, which should be displayed to the user whenever opening a Ticket.
**Other Open Tickets for the Account In the box beneath the description, you can see a list of other Tickets which already exist for this Account. By reviewing this list before creating new Tickets, you can make sure that duplicate tickets are not created for reported issues. If you do find a matching Ticket during the process of creating a new one, you can simply double-click the existing ticket, and the new Ticket creation will be aborted and the existing Ticket's details will be displayed. 
*'''Contract''' - If no other contract was defined for the Account, the '''Global System Contract''' will be used as the default contract. At this stage, we will use the default contract to demonstrate a simple scenario. 
*'''Show ticket in Dispatcher''' - When this flag is set, the Ticket will be available for dispatching in the Dispatcher window tickets list. Note that Tickets that should not be dispatched for appointments should be set with an un-checked flag. 
*'''Manager''' - The manager is the person who is in charge of the Ticket. This is not necessarily the same person who will actually perform the work for the Ticket. Each Ticket can later be dispatched to several technicians to perform the actual work in several appointments/tasks. 
*'''Ticket Description''' - The Ticket Description should be entered in this field. 
*'''Asset''' - Select the Asset this Ticket applies to, if relevant. 
*'''Recipients''' - You can optionally [[Ticket_Management#Ticket_Recipients|add recipients to new tickets]] to define which internal (employees) and external (customers) Recipients should be notified with each email correspondence for the Ticket 
*'''Additional''' - On the right side bar you can also set the Manager, Source, Status, Priority and more. 
*Click '''OK''' to Save

The New Ticket is now displayed with all the other Ticket details. You can now fill in or edit the rest of the Ticket information as follows:

[[File:tutorial_ticket_details_window.png|center]]

*You can set a different '''Ticket Priority''' (the default is Normal)
*You can set the Due Date for the Ticket. When the Due Date is reached, it will appear in Red.
*In the Details Tab you can update details about the cause, source and category for this Ticket.
*The '''Estimated Work Duration''' is there to help when dispatching. For example, when you set it to 120 minutes, and drag/drop the Ticket from the Tickets list on to the Dispatcher window, the duration of the scheduled on-site visit is automatically set for 120 minutes, rather than the default of 30 minutes.
*You can also add additional '''Notes''' in the Notes field.
*'''Save''' your changes once done.

==Dispatch the Ticket==
The CommitCRM Dispatcher allows you to easily view tickets pending and the technicians calendars in order to dispatch tickets for on-site visits. Once the Ticket is entered into CommitCRM, it appears in the Dispatcher window as "Waiting for Dispatching".

The Dispatcher lets you appoint the relevant technicians to the Appointments set for this Ticket.

[[File:tutorial_dispatcher_window.png|center]]

Dispatch the Ticket
#Open the Dispatcher Window, and on the bottom you will see the '''Tickets Marked for Dispatching '''tab.
#Above this list you can see the '''Dispatcher''' window which consists of a daily view of Appointments per technician. You can view technicians' calendars by selecting them in the list in the left column.
#Select the Ticket in the list using the mouse and '''drag''' it to the Dispatcher view above, '''dropping''' it on the relevant technician calendar in the desired time for the Appointment.
#A new '''Appointment window''' opens. [[File:tutorial_dispatcher_appointment.png|center]] 
#Most of the relevant information is already there since it is taken from the Ticket – the Ticket Description, the Account, the Ticket, the owner (who is the employee which you dropped the ticket onto in the Dispatcher window), the date and the duration (taken from the Ticket).
#Add details to the description if needed, such as describe what is the purpose of the appointment for the technician.
#You can optionally set different background colors to represent different technicians' appointments, priority levels, etc.
#'''Click OK''' to save the Appointment.

{| id="mp-tfp" style="margin:7px 0 0 0; width:100%; background:none;"

| class="MainPageBG" style="width:50%; border:1px solid #FFCB99; background:#ffffff; vertical-align:top; color:#000;" |
{| id="mp-left" cellpadding="2" cellspacing="5" style="width:100%; vertical-align:top; background:#ffffff;"
! <h2 id="mp-tfa-h2" style="margin:0; background:#fff3e1; font-size:120%; font-weight:bold; border:1px solid #FFCB99; text-align:left; color:#000; padding:0.2em 0.4em;">Tip</h2>
|-
| style="color:#000;" | <div id="mp-tfa"> You can easily add Account details, such as Name, Phone Number, etc, to Appointments set in the Dispatcher window by clicking the yellow arrow next to the Account name in the Appointment window.

You can also set Appointments to automatically contain the Account details in the Appointment description. To do this, go to '''Tools > Options > Calendar > Miscellaneous''' and check the '''Attach Account Details to Description''' box.</div>
|}
|}

At this point, technicians can view their new Appointments in their Calendars using the Application or the Web Interface - See the [[Tickets#On-Site Visits|On-Site Visits]] section.

You can also view the Ticket scheduled appointments in the Ticket's '''Pending''' tab (see [[History#Viewing Ticket History|Viewing Ticket History]]).

===Dispatching Tickets is optional===
A Ticket can also be handled without dispatching (for example when there is no need to set any appointments for this Ticket), simply by assigning it to a technician (via the Ticket Manager field) without going through the Dispatching step. If you want to set the Ticket not to appear in the Dispatcher, go to the Ticket's Details tab and un-check the "Show in Dispatcher" option.

If most of your tickets do not require dispatching, you can change the default behavior not to show new Tickets in the dispatcher. This can be done from ''Tools > Options > Ticket - 1 > Show In Dispatcher''. Simply un-check this option and restart the application for the change to take effect. Still, if you manually set a specific Ticket to show in the dispatcher, it will immediately appear in the dispatcher window.

==Add Tasks for Tickets==
Other than Dispatching a Ticket and setting Appointments to the technicians, you can also manage Tasks for the Ticket.

You can set reminders to Tasks so this may help you set reminders to perform certain actions before going on site (e.g. remember to take an additional cartridge for the Printer).

You can also use the Tasks in order to track complex Tickets which require several on-site visits and should be coordinated and actively tracked. For example, a technician may need to install a new network at a customer site, which involves buying parts and then installing them over a series of on-site visits. You may set a daily reminder to follow up on the project's status by adding a recurring task over the duration of the project.

Another helpful option is adding tasks and appointments from activity templates. This allows you to add a predefined group of common tasks and appointments to the ticket at once. You can read more about activity templates in the Activity Templates user guide here.

Once you create a Task that is linked to a certain Ticket, you can view all the tasks for a Ticket in the Ticket's '''Pending''' tab.

[[File:tutorial_ticket_pending_tab.png|center]]

=Create a New Ticket from the Web Interface=
The Web Interface allows employees and customers to open new Tickets which will be added to the database.

It is recommended to read the [[Web Interface|Web Interface Manual]].

The following steps assume the Web Interface is installed and that Web users were defined for the relevant employee (Learn more about the [[Web Interface|CommitCRM Web Interface]]).

#To open a new Ticket, login to the Web Interface
#Go to the '''Accounts''' tab and click '''View''' for a certain Account.
#From the Account window, click '''Create for Account''', and select '''Ticket'''. [[File:tutorial_web_ticket_new_menu.gif|center]] 
#In the New Ticket window, the Account is already selected , as we created the Ticket from within the Account (you can click +/- to expand the Account details). The System Global Contract will already be selected. All you need to do is enter the '''Description''' and you are done. You can set also other values such as the Ticket Type, Cause, Due date, etc. Note that the Web Interface New Ticket window contains more information than the Client Application. Not all the information is mandatory, and you may fill it in now or at a later stage.
#Click '''Save''' to add the Ticket. [[File:tutorial_web_new_ticket_window.gif|center]]

==Create New Tickets from the Web Interface as a Customer==
Your customers may use the Web Interface for Customers module which allows them to view, edit and create data in CommitCRM.

Customers can create new Tickets from the Tickets window.

#In the Tickets tab, click the '''New Ticket''' link or click '''Create New''' and select Ticket.
#The new Ticket window will open. [[File:tutorial_web_ticket_new_window_customer.gif|Center]] 
#Fill in the '''Description'''. You may also enter the Cause and Type. 
# Click '''Save'''

{| id="mp-tfp" style="margin:7px 0 0 0; width:100%; background:none;"
| class="MainPageBG" style="width:50%; border:1px solid #FFCB99; background:#ffffff; vertical-align:top; color:#000;" |
{| id="mp-left" cellpadding="2" cellspacing="5" style="width:100%; vertical-align:top; background:#ffffff;"
! <h3 id="mp-tfa-h2" style="margin:0; background:#fff3e1; font-size:120%; font-weight:bold; border:1px solid #FFCB99; text-align:left; color:#000; padding:0.2em 0.4em;">Tip</h3>
|-
| style="color:#000;" | <div id="mp-tfa">You can set a default '''Type''' to be used when creating new Tickets. To do this, use the Client Application, double-click on the "Type:" field label, and the field setting window will open. Go to the '''Field Behavior''' tab and set the '''Default Value'''. </div>
|}
|}

The new Ticket is immediately updated in the CommitCRM database, and can be viewed from any CommitCRM Client Application.

You can also automatically send [[Alerts Server|email alerts]] to predefined lists of email addresses.

Learn more about setting up automatic emails in our [[FAQ]] section.

=On-Site Visits=
When you have an on-site appointment, it is helpful to be able to view the Ticket details before and during the visit, or while on the road:

==Before You Leave the Office==
Before you leave the office to go on-site, you may wish to:
#Print out the Ticket details.
#View the Account address on a map.

Print Technician Service Forms

Before leaving on an on-site appointment, you can print a hard-copy of the Ticket details, including the Account details (address, phone number, etc.) and the Ticket description and history. You may use one of the pre-defined Technician Service Forms or customize your own form.

You can create a Service Form for each Ticket from the Ticket window, using the '''Print''' icon. You can view the form before printing a hard-copy by clicking the '''Print Preview''' icon. You can also print it directly to a PDF file (English fonts only) by clicking the '''Print to PDF''' icon.

#Click the arrow near the icon to open the available Service Forms list.
#Click the Icon itself to print out the default report. You can view which is the default report by opening the list with the arrow - the first report in the list, which appears in bold is the default for printing (you can set a different default for Tickets in '''Tools > Options > Tickets > Default Detailed Report''').

[[File:tutorial_ticket_print_icon_details.png|center]]

View the Account address using the [[Commit Online Services|Online Services]]
You may wish to find the address of the Account you will be visiting before you set out. You can define your own Online Service which will open map sites (e.g. Google Maps, Yahoo! Maps etc.), and the map will automatically open to address of the Account or Contact stored in CommitCRM.

To activate the Online Service from within the Ticket, you can right click on the Account Name field to open a pop up menu, and select the Online Services menu option.

[[File:tutorial_ticket_right_click_account.png|center]]

You can learn more about how to activate the CommitCRM [[Commit Online Services|Online Service]] on our [[FAQ]].

==On the road - Using [[Web Interface|CommitCRM Web Interface]]==

While on the road, or when you are already at the customer's site, you may wish to Access CommitCRM's data in order to view the Ticket details, Account and Contract terms or print a service form to give to the customer.

CommitCRM Web Interface

If you have Internet access, you can use the CommitCRM Web Interface in order to view the Ticket details, History Notes, Contract information, Account address, phone numbers and more.

To install and use the Web Interface, read our simple Web Interface installation instructions on our Web site, under Support > Documents.

[[File:tutorial_web_accounts_list.gif|center]]

'''Account list on the Web'''

Service Forms

You can also print a Service Form via the Web interface:
#Click a Ticket to view its details.
#On the top-right corner, select the Service Form and click Print Preview... menu or click the Print Preview icon to print the default form
#The Print Preview window opens.
#Click the Print link.
#Optionally, you can also print the report to a PDF file. This option lets you print any ticket form report, including customized reports. To print to PDF files, click the Print report to PDF file menu and select the report you wish to print.

[[File:tutorial_web_service_form_menu.gif|center]]

=Resolve the Ticket=
Resolving a Ticket includes two main steps:
#[[Tickets#Add Charges|Add Charges]] for the Ticket
#[[Tickets#Set Ticket Status to Completed|Closing the Ticket]] (setting its status as Completed)

==Add Charges==
Charges are the way to log the work performed for the Ticket. Charges can be billable or not-billable (read more about Charges in the Introduction to Charges and Billing in CommitCRM), depending on the service agreement that was agreed upon with the customer.

In this demonstration, we will add a simple Labor Charge using the System Global Contract, and will set the Rate during the process:
#Open the '''Ticket''' window.
#Go to the '''Charges''' tab.
#Click the '''New''' icon at the bottom on the screen.
#Select '''Labor Charge'''.
#The new charge window will open. Note that the Account, Ticket and Contract are already selected according to the Ticket information. [[File:tutorial_charge_new_window.png|center]] 
#Select the default''' Labor Item'''.
#Fill in the To-From time and click the total time button to copy it to the '''Hours '''field (you can manually enter the hours if you prefer).#Add a description of the work performed to keep a log of the activity.
#'''Save & Close.'''

Note:The Billable flag will be set by default. This is the default behavior for Global Contracts.

{| id="mp-tfp" style="margin:7px 0 0 0; width:100%; background:none;"

| class="MainPageBG" style="width:50%; border:1px solid #FFCB99; background:#ffffff; vertical-align:top; color:#000;" |
{| id="mp-left" cellpadding="2" cellspacing="5" style="width:100%; vertical-align:top; background:#ffffff;"
! <h1 id="mp-tfa-h2" style="margin:0; background:#fff3e1; font-size:120%; font-weight:bold; border:1px solid #FFCB99; text-align:left; color:#000; padding:0.2em 0.4em;">Tip</h1>
|-
| style="color:#000;" | <div id="mp-tfa">Adding the Charge appears as an event in the activity History of the Ticket Resolution/History tab, and in the Account History tab (check the '''Detail''' check box on the bottom-right corner of the History tab in order to view internal history events).

Note that you can go directly to the Account window from the Ticket by right-clicking the '''Account''' field in the ticket General tab and selecting '''Show Account'''</div>
|}
|}

===Using the Timer to Add Charges===
You can use the CommitCRM Timer in order to record activity for a certain Ticket and then convert it into a Charge. This is usually useful for activities like phone support.

You can activate the Timer from various places. First display the Ticket details and then:
*Click the '''Timer Icon'''.
*Or go to the '''Ticket Menu > Tools > New Timer''' option
*Or use the '''Ctrl+T''' keyboard shortcut, but make sure to have the correct Ticket/Account selected when performing this action.

[[File:tutorial_ticket_timer_icon.png|center]]

'''How to activate the Timer'''

You can start and stop the Timer as many times as you need, and all time spent will be added to the total time (clicking on the magnifying glass will display all the time logged and you can right-click each line and delete it if needed).

[[File:tutorial_timer_window.png|center]]

'''Timer window'''

Once you are finished timing and have completed the service, click the '''Add Charge''' button, and a new Charge window will open with the relevant Ticket and Account already selected. The total time from the Timer will be copied to the Charge '''Hours''' field.

====Using the Web Interface to Add Charges====
To add new Charges from the Web Interface:
#Go to the Ticket Details Window (click '''View''' for a specific Ticket)
#Click the''' Create for Ticket''' menu, and select the new Charge (Labor, Expense or Product/Part). You can also scroll down to the Charges tab and click the '''New Charge''' at the top of the Charges list.

[[File:tutorial_web_charge_new_link.gif|center]]

The New Charge window will open.

#Select the default '''Labor Item''', and fill in the '''Units''' and the '''Rate'''.
#Click '''Save'''.
#Note that the Billable flag will be set by default – this is the default behavior for Global Contracts.

[[File:tutorial_web_charge_new_window.gif|center]]

==Set Ticket Status to Completed==
After performing the work for the Ticket and adding Charges, the Ticket can be resolved:
#Open the Ticket window.
#Go to the Resolution tab and fill in the resolution description. This should be a short summary of the work performed in order to resolve the ticket.
#Click the Completed button on the toolbar.

[[File:tutorial_ticket_completed_icon.png|center]]

At this point, the Ticket's status becomes Completed.

You can view the Completed Ticket list in the Tickets window by selecting [closed] on the status filter. This will display all Tickets that have a status which is considered "'''closed'''".

===Copy Charge Descriptions to Ticket Resolution===
Using this option you can copy all descriptions from all Charges entered for the Ticket and append them in the Resolution field. This way you can easily have the resolution automatically filled up with all the work that was entered in the Charges.

Copying the Charge Descriptions to the Resolution is available from:

* '''Resolution tab''' - a new option called "Append Charge Descriptions".
* '''Automatically when closing a Ticket''' - if no resolution was entered, when closing the Ticket the system will suggest copying the description from the Charges into the Resolution field. To set this option go to ''Tools > Options > Tickets (Admin)'' tab.
 

==Ticket Resolution vs. Charges==
The Ticket Resolution/History tab contains:
#Ticket History - showing all Charges logged the work performed for a Ticket, and other history operations.
#Resolution - once the Ticket is resolved, you can add a short summary which is the Ticket Resolution. You can edit the Resolution in the top edit area in the Resolution/History tab. When completing a Ticket, the application offers you to copy the Charges automatically to the Resolution.

[[File:tutorial_ticket_resolution_tab.png|center]]

Benefits of using Charges to log the work Using Charges to log work performed for a Ticket provides a much more detailed history log of the Ticket activity, and it allows you to better analyze the work at a later date. You will be able to analyze which Items you use most, how much time you spend on each customer or on each type of Ticket, view charges by Employees, etc. The more information you keep in your system, the better analyses can be performed on it later.

Charges are also the way you can bill your customer - each Charge can be sent to the customer using CommitCRM Reports or can be the base for a new QuickBooks Invoice (see [[Billing]]).

All charges can be automatically copied to the Ticket Resolution when completing the Ticket. See [[Tickets#Copy Charge Descriptions to Ticket Resolution|Copy Charge Descriptions to Ticket Resolution]].

Using Resolution rather than Charges
In some cases you may not wish to log the work performed for the Ticket using a Charge (i.e. you do not plan to bill the customer for this work). In this case the Ticket resolution can be used to log the work, rather than the Charges.
 

=Tickets Inbox=
The Inbox view in the Ticket window shows all tickets which are in the Inbox. These tickets have been created or modified by a customer or by a third-party application. Tickets can also be moved to the Inbox manually when needed, to allow better tracking of those specific Tickets.

See complete details in [[Ticket_Management#Inbox|Tickets Inbox]].

''For your convenience, [http://www.commitcrm.com/videos/commitcrm_tickets_inbox.htm click to watch a video about Tickets Inbox].''
 

=Ticket Email Correspondence=
Email correspondence for Tickets can be managed via the CommitCRM application on two levels:
* Tracking email history regarding a Ticket.
* Managing [[Ticket_Management#Ticket_Recipients|Ticket Recipients]], i.e. defining who should receive a copy of emails being sent regarding a Ticket.

See complete details in [[Ticket_Management#Email_Correspondence|Ticket Email Correspondence]].

''For your convenience, [http://www.commitcrm.com/videos/commitcrm_email_correspondences_video/ click to watch a video about Ticket Email Correspondence].''
 

==Ticket Recipients==
Each Ticket holds a list of Recipients to define which internal (employees) and external (customers) Recipients should be notified with each email correspondence for the Ticket.

Recipients are managed via the Ticket's Recipients tab, which contains two lists: External Recipients and Employee Recipients.

See complete details in [[Ticket_Management#Ticket_Recipients|Ticket Recipients]].

''For your convenience, [http://www.commitcrm.com/videos/commitcrm_ticket_recipients_video/ click to watch a video about Ticket Recipients].''
 

=Advanced Ticket Options=
==Increment Automated Ticket Numbering==
System Administrators can change the ticket numbers being created and increment the automated Ticket number to start from a non-sequential number.

For example: On January 1st you can increment the Ticket numbering to the next 10,000 number so you’ll easily know, based on the Ticket number, when it was opened.

To increment the next Ticket number, go to ''Tools > Options > Tickets (Admin)'' and click ''Increment Ticket Number''.

Note that only System Administrators can perform this action, and, once it is performed, it is '''irreversible''', so it should be performed carefully.

==Printing Reports from the Ticket Window==
When viewing a Ticket in the Tickets window, you can print a Ticket report directly from the Print/Print Preview options in the Tickets window toolbar. Only detailed Ticket reports (as opposed to lists Ticket reports) are listed here.

[[File:Ticket_reports_list_menu.gif]]

The list of reports which appears in these options can be modified to show only reports you actually need to be accessible from this window.

To configure each report, and control whether it is accessible from the Ticket window:
# Go to the Reports window
# Choose the relevant report.
# Select ''Report > Make report available from Tickets window'' or ''Report > Remove from available reports in Tickets Window'' option.

[[File:Ticket_report_remove_from_list.gif]]

==Custom Ticket Priority Names==

Ticket priority names such as "Normal", "Immediate", "Low" can now be renamed to anything you want. To do this just go to '''Tools > Options > Tickets (Admin)''' and click the '''Customize Priority Values''' button.

[[File:Custom-priorities.png]]

 

= Labels =

Labels are a new and powerful feature added in CommitCRM version 7. Tickets can have multiple color coded Labels applied manually, through the main CommitCRM client application and the Web Interface, or automatically based on settings for specific Accounts, Contracts, Assets as well as Email Connector and RMM generated Tickets. Labels on Tickets allow for advanced filtering, reporting and workflow improvements.

See more details in [[Labels]].

=See Also=
*[[Ticket Management]]
*[[Web Interface]]
*[[Billing]]
*[[Charges]]
*[[History]]
*[[Tickets FAQ]]
*[[Dispatcher & Calendar FAQ|Dispatcher FAQ]]
*[[To-do Lists]]
[[Category:Service Management]]
[[Category:Work Flows]]

Filters

2016-06-28T08:56:22Z

Sheli:

Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.
 
==Create New Filter==
The Filter option is available in each window, in the left-top corner of the window: 

[[File:Filter-drop-down-menu.png]]

To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

 
===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the [[Filters#By_Subject_.28filtering_by_user-defined_fields.29|By Subject]] and [[Filters#Secondary_Filter_.28filtering_linked_data.29|Secondary Filter]] options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish.
#Note that in order to save the filter, you should use the Save option. See more details in [[Filters#Saving_Filters|Saving Filters]]. 
[[File:Filter-new.png]]
 
 

===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.
 
To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next. [[File:Filter-new-from-template.png]] 
#In the next step, the [[Filters#New Template|New Template]] window opens, however, there are already predefined fields selected for this filter, as defined in the template. In this window you can modify the search criteria if needed (see [[Filters#New Template|New Template]] ). [[File:Filter-from-template-criteria-window.png]]
 
 

===Saving Filters===
While a new filter is being used without saving yet, the menu looks like this: 
[[File:Filter-unsaves-drop-down-menu.png]]
 
The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label. At this stage, you can use the filter, pause it and edit it, however, it will not be saved until you actually save it.
 
To save the filter for future use:
#From the Filter menu, choose Save
#The Save window opens [[File:Filter-save-window.png]]
#Enter a name for this filter
#Choose whether you want to share this filter with other users
#Click OK to save.
#The filter is now available in the filter drop-down menu.
 
 

===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].
 
===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.
 
Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.
 
To use the secondary filter:
#Create a [[Filters#New_Filter|New filter]]
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active) 
[[File:Filter-secondary-filter-window.png]] 

 

==Advanced Queries==
When creating a Filter from templates, some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example: 
[[File:Filter-new-template-advanced.png]]
 

==Non-Expiry Search Options==
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

==Renaming Filter==
Once a filter is saved, you can rename it by using a special option.
To rename a filter:
#Choose the filter from the filters list.
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-rename-window.png]]
#Enter the new name in the Name field.
#Click OK to finish.

==Sharing Filter With Other Users==
Filters can be shared so that other users can enjoy the already defined filters.
When saving the filter for the first time, you can also set the sharing options in the new filter window. See [[Filters#Saving_Filters|Saving Filters]] for more details.

To share an existing filter:
#Choose the filter from the filters list.
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

Filters

2016-06-28T08:55:08Z

Sheli: /* New Filter */

Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.
 
==Create New Filter==
The Filter option is available in each window, in the left-top corner of the window: 

[[File:Filter-drop-down-menu.png]]

To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

 
===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the [[Filters#By_Subject_.28filtering_by_user-defined_fields.29|By Subject]] and [[Filters#Secondary_Filter_.28filtering_linked_data.29|Secondary Filter]] options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish.
#Note that in order to save the filter, you should use the Save option. See more details in [[Filters#Saving_Filters|Saving Filters]]. 
[[File:Filter-new.png]]
 
 

===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].
 
===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.
 
Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.
 
To use the secondary filter:
#Create a [[Filters#New_Filter|New filter]]
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active) 
[[File:Filter-secondary-filter-window.png]] 

 
===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.
 
To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next. [[File:Filter-new-from-template.png]] 
#In the next step, the [[Filters#New Template|New Template]] window opens, however, there are already predefined fields selected for this filter, as defined in the template. In this window you can modify the search criteria if needed (see [[Filters#New Template|New Template]] ). [[File:Filter-from-template-criteria-window.png]]
 
 

===Saving Filters===
While a new filter is being used without saving yet, the menu looks like this: 
[[File:Filter-unsaves-drop-down-menu.png]]
 
The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label. At this stage, you can use the filter, pause it and edit it, however, it will not be saved until you actually save it.
 
To save the filter for future use:
#From the Filter menu, choose Save
#The Save window opens [[File:Filter-save-window.png]]
#Enter a name for this filter
#Choose whether you want to share this filter with other users
#Click OK to save.
#The filter is now available in the filter drop-down menu.
 

==Advanced Queries==
When creating a Filter from templates, some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example: 
[[File:Filter-new-template-advanced.png]]
 

==Non-Expiry Search Options==
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

==Renaming Filter==
Once a filter is saved, you can rename it by using a special option.
To rename a filter:
#Choose the filter from the filters list.
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-rename-window.png]]
#Enter the new name in the Name field.
#Click OK to finish.

==Sharing Filter With Other Users==
Filters can be shared so that other users can enjoy the already defined filters.
When saving the filter for the first time, you can also set the sharing options in the new filter window. See [[Filters#Saving_Filters|Saving Filters]] for more details.

To share an existing filter:
#Choose the filter from the filters list.
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

Filters

2016-06-28T08:54:22Z

Sheli: /* New Filter */

Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.
 
==Create New Filter==
The Filter option is available in each window, in the left-top corner of the window: 

[[File:Filter-drop-down-menu.png]]

To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

 
===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the [[Filters#By_Subject_.28filtering_by_user-defined_fields.29|By Subject]] and [[Filters#Secondary_Filter_.28filtering_linked_data.29|Secondary Filter]] options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish. 
[[File:Filter-new.png]]
 
Note that in order to save the filter, you should use the Save option. See more details in [[Filters#Saving_Filters|Saving Filters]].
 

===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].
 
===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.
 
Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.
 
To use the secondary filter:
#Create a [[Filters#New_Filter|New filter]]
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active) 
[[File:Filter-secondary-filter-window.png]] 

 
===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.
 
To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next. [[File:Filter-new-from-template.png]] 
#In the next step, the [[Filters#New Template|New Template]] window opens, however, there are already predefined fields selected for this filter, as defined in the template. In this window you can modify the search criteria if needed (see [[Filters#New Template|New Template]] ). [[File:Filter-from-template-criteria-window.png]]
 
 

===Saving Filters===
While a new filter is being used without saving yet, the menu looks like this: 
[[File:Filter-unsaves-drop-down-menu.png]]
 
The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label. At this stage, you can use the filter, pause it and edit it, however, it will not be saved until you actually save it.
 
To save the filter for future use:
#From the Filter menu, choose Save
#The Save window opens [[File:Filter-save-window.png]]
#Enter a name for this filter
#Choose whether you want to share this filter with other users
#Click OK to save.
#The filter is now available in the filter drop-down menu.
 

==Advanced Queries==
When creating a Filter from templates, some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example: 
[[File:Filter-new-template-advanced.png]]
 

==Non-Expiry Search Options==
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

==Renaming Filter==
Once a filter is saved, you can rename it by using a special option.
To rename a filter:
#Choose the filter from the filters list.
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-rename-window.png]]
#Enter the new name in the Name field.
#Click OK to finish.

==Sharing Filter With Other Users==
Filters can be shared so that other users can enjoy the already defined filters.
When saving the filter for the first time, you can also set the sharing options in the new filter window. See [[Filters#Saving_Filters|Saving Filters]] for more details.

To share an existing filter:
#Choose the filter from the filters list.
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

File:Filter-save-window.png

2016-06-28T08:48:02Z

Sheli: Sheli uploaded a new version of "File:Filter-save-window.png"

Filter-save-window.png

Filters

2016-06-28T08:44:22Z

Sheli:

Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.
 
==Create New Filter==
The Filter option is available in each window, in the left-top corner of the window: 

[[File:Filter-drop-down-menu.png]]

To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

 
===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the [[Filters#By_Subject_.28filtering_by_user-defined_fields.29|By Subject]] and [[Filters#Secondary_Filter_.28filtering_linked_data.29|Secondary Filter]] options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish. 
[[File:Filter-new.png]]
 
 

===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].
 
===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.
 
Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.
 
To use the secondary filter:
#Create a [[Filters#New_Filter|New filter]]
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active) 
[[File:Filter-secondary-filter-window.png]] 

 
===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.
 
To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next. [[File:Filter-new-from-template.png]] 
#In the next step, the [[Filters#New Template|New Template]] window opens, however, there are already predefined fields selected for this filter, as defined in the template. In this window you can modify the search criteria if needed (see [[Filters#New Template|New Template]] ). [[File:Filter-from-template-criteria-window.png]]
 
 

===Saving Filters===
While a new filter is being used without saving yet, the menu looks like this: 
[[File:Filter-unsaves-drop-down-menu.png]]
 
The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label. At this stage, you can use the filter, pause it and edit it, however, it will not be saved until you actually save it.
 
To save the filter for future use:
#From the Filter menu, choose Save
#The Save window opens [[File:Filter-save-window.png]]
#Enter a name for this filter
#Choose whether you want to share this filter with other users
#Click OK to save.
#The filter is now available in the filter drop-down menu.
 

==Advanced Queries==
When creating a Filter from templates, some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example: 
[[File:Filter-new-template-advanced.png]]
 

==Non-Expiry Search Options==
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

==Renaming Filter==
Once a filter is saved, you can rename it by using a special option.
To rename a filter:
#Choose the filter from the filters list.
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-rename-window.png]]
#Enter the new name in the Name field.
#Click OK to finish.

==Sharing Filter With Other Users==
Filters can be shared so that other users can enjoy the already defined filters.
When saving the filter for the first time, you can also set the sharing options in the new filter window. See [[Filters#Saving_Filters|Saving Filters]] for more details.

To share an existing filter:
#Choose the filter from the filters list.
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

File:Filter-rename-window.png

2016-06-28T08:41:09Z

Sheli: Filter-rename-window.png

Filter-rename-window.png

Filters

2016-06-28T08:35:03Z

Sheli: /* Saving Filters */

Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.
 
==Create New Filter==
The Filter option is available in each window, in the left-top corner of the window: 

[[File:Filter-drop-down-menu.png]]

To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

 
===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the [[Filters#By_Subject_.28filtering_by_user-defined_fields.29|By Subject]] and [[Filters#Secondary_Filter_.28filtering_linked_data.29|Secondary Filter]] options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish. 
[[File:Filter-new.png]]
 
 

===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].
 
===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.
 
Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.
 
To use the secondary filter:
#Create a [[Filters#New_Filter|New filter]]
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active) 
[[File:Filter-secondary-filter-window.png]] 

 
===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.
 
To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next. [[File:Filter-new-from-template.png]] 
#In the next step, the [[Filters#New Template|New Template]] window opens, however, there are already predefined fields selected for this filter, as defined in the template. In this window you can modify the search criteria if needed (see [[Filters#New Template|New Template]] ). [[File:Filter-from-template-criteria-window.png]]
 
 
==Advanced Queries==
When creating a Filter from templates, some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example: 
[[File:Filter-new-template-advanced.png]]
 

==Non-Expiry Search Options==
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

==Saving Filters==
While a new filter is being used without saving yet, the menu looks like this: 
[[File:Filter-unsaves-drop-down-menu.png]]
 
The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label. At this stage, you can use the filter, pause it and edit it, however, it will not be saved until you actually save it.
 
To save the filter for future use:
#From the Filter menu, choose Save
#The Save window opens [[File:Filter-save-window.png]]
#Enter a name for this filter
#Choose whether you want to share this filter with other users
#Click OK to save.
#The filter is now available in the filter drop-down menu.
 

==Sharing Filter With Other Users==
Filters can be shared by users so that other users can enjoy the already defined filters.
To share your filters:
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

Filters

2016-06-28T08:34:17Z

Sheli: /* Saving Filters */

Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.
 
==Create New Filter==
The Filter option is available in each window, in the left-top corner of the window: 

[[File:Filter-drop-down-menu.png]]

To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

 
===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the [[Filters#By_Subject_.28filtering_by_user-defined_fields.29|By Subject]] and [[Filters#Secondary_Filter_.28filtering_linked_data.29|Secondary Filter]] options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish. 
[[File:Filter-new.png]]
 
 

===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].
 
===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.
 
Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.
 
To use the secondary filter:
#Create a [[Filters#New_Filter|New filter]]
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active) 
[[File:Filter-secondary-filter-window.png]] 

 
===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.
 
To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next. [[File:Filter-new-from-template.png]] 
#In the next step, the [[Filters#New Template|New Template]] window opens, however, there are already predefined fields selected for this filter, as defined in the template. In this window you can modify the search criteria if needed (see [[Filters#New Template|New Template]] ). [[File:Filter-from-template-criteria-window.png]]
 
 
==Advanced Queries==
When creating a Filter from templates, some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example: 
[[File:Filter-new-template-advanced.png]]
 

==Non-Expiry Search Options==
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

==Saving Filters==
While a new filter is being used without saving yet, the menu looks like this: 
[[File:Filter-unsaves-drop-down-menu.png]]
 
The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label. At this stage, you can use the filter, pause it and edit it, however, it will not be saved until you actually save it.
 
To save the filter for future use:
#From the Filter menu, choose Save
#The Save window opens [[File:Filter-save-window.png]]
#Enter a name for this filter
#Choose whether you want to share this filter with other users
#Click OK to save.
#The filter is now available in the filter drop-down menu.
 

==Sharing Filter With Other Users==
Filters can be shared by users so that other users can enjoy the already defined filters.
To share your filters:
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

File:Filter-save-window.png

2016-06-28T08:30:48Z

Sheli: Filter-save-window.png

Filter-save-window.png

Filters

2016-06-28T08:25:42Z

Sheli:

Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.
 
==Create New Filter==
The Filter option is available in each window, in the left-top corner of the window: 

[[File:Filter-drop-down-menu.png]]

To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

 
===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the [[Filters#By_Subject_.28filtering_by_user-defined_fields.29|By Subject]] and [[Filters#Secondary_Filter_.28filtering_linked_data.29|Secondary Filter]] options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish. 
[[File:Filter-new.png]]
 
 

===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].
 
===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.
 
Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.
 
To use the secondary filter:
#Create a [[Filters#New_Filter|New filter]]
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active) 
[[File:Filter-secondary-filter-window.png]] 

 
===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.
 
To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next. [[File:Filter-new-from-template.png]] 
#In the next step, the [[Filters#New Template|New Template]] window opens, however, there are already predefined fields selected for this filter, as defined in the template. In this window you can modify the search criteria if needed (see [[Filters#New Template|New Template]] ). [[File:Filter-from-template-criteria-window.png]]
 
 
==Advanced Queries==
When creating a Filter from templates, some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example: 
[[File:Filter-new-template-advanced.png]]
 

==Non-Expiry Search Options==
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

==Saving Filters==
While a new filter is being used without saving yet, the menu looks like this: 
[[File:Filter-unsaves-drop-down-menu.png]]
 
The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label.
At this stage, the drop-down menu now includes also the following options:
#Edit
#Save
#Pause
#Close
 

==Sharing Filter With Other Users==
Filters can be shared by users so that other users can enjoy the already defined filters.
To share your filters:
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

Filters

2016-06-28T08:20:39Z

Sheli:

Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.
 
==Create New Filter==
The Filter option is available in each window, in the left-top corner of the window: 

[[File:Filter-drop-down-menu.png]]

To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

 
===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the By Subject and Secondary Filter (advanced) options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish. 
[[File:Filter-new.png]]
 
 

===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].
 
===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.
 
Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.
 
To use the secondary filter:
#Create a New filter
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active) 
[[File:Filter-secondary-filter-window.png]] 

 
===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.
 
To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next. [[File:Filter-new-from-template.png]] 
#In the next step, the [[Filters#New Template|New Template]] window opens, however, there are already predefined fields selected for this filter, as defined in the template. In this window you can modify the search criteria if needed (see New Template). [[File:Filter-from-template-criteria-window.png]]
 
 
==Advanced Queries==
When creating a Filter from templates, some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example: 
[[File:Filter-new-template-advanced.png]]
 

==Non-Expiry Search Options==
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

==Saving Filters==
While a new filter is being used without saving yet, the menu looks like this: 
[[File:Filter-unsaves-drop-down-menu.png]]
 
The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label.
At this stage, the drop-down menu now includes also the following options:
#Edit
#Save
#Pause
#Close
 

==Sharing Filter With Other Users==
Filters can be shared by users so that other users can enjoy the already defined filters.
To share your filters:
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

File:Filter-from-template-criteria-window.png

2016-06-28T08:20:29Z

Sheli: Filter-from-template-criteria-window.png

Filter-from-template-criteria-window.png

Filters

2016-06-28T08:11:32Z

Sheli: /* New from Template */

Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.
 
==Create New Filter==
The Filter option is available in each window, in the left-top corner of the window: 

[[File:Filter-drop-down-menu.png]]

To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

 
===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the By Subject and Secondary Filter (advanced) options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish. 
[[File:Filter-new.png]]
 
 
===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.
 
To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next. [[File:Filter-new-from-template.png]] 
#In the next step, the [[Filters#New Template|New Template]] window opens and you can modify the search criteria if needed (see New Template).
#Then and click OK.
 

===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].
 
===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.
 
Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.
 
To use the secondary filter:
#Create a New filter
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active) 
[[File:Filter-secondary-filter-window.png]] 

 
===Non-Expiry Search Options===
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

 
===Advanced Queries===
Note that some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example: 
[[File:Filter-new-template-advanced.png]]
 
==Saving Filters==
While a new filter is being used without saving yet, the menu looks like this: 
[[File:Filter-unsaves-drop-down-menu.png]]
 
The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label.
At this stage, the drop-down menu now includes also the following options:
#Edit
#Save
#Pause
#Close
 
==Share Filter With Other Users==
Filters can be shared by users so that other users can enjoy the already defined filters.
To share your filters:
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

Filters

2016-06-28T08:10:11Z

Sheli: /* New from Template */

Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.
 
==Create New Filter==
The Filter option is available in each window, in the left-top corner of the window: 

[[File:Filter-drop-down-menu.png]]

To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

 
===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the By Subject and Secondary Filter (advanced) options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish. 
[[File:Filter-new.png]]
 
 
===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.
 
To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next. [[File:Filter-new-from-template.png]] 
#In the next step, the New Template window opens and you can modify the search criteria if needed (see New Template).
#Then and click OK.
 

===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].
 
===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.
 
Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.
 
To use the secondary filter:
#Create a New filter
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active) 
[[File:Filter-secondary-filter-window.png]] 

 
===Non-Expiry Search Options===
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

 
===Advanced Queries===
Note that some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example: 
[[File:Filter-new-template-advanced.png]]
 
==Saving Filters==
While a new filter is being used without saving yet, the menu looks like this: 
[[File:Filter-unsaves-drop-down-menu.png]]
 
The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label.
At this stage, the drop-down menu now includes also the following options:
#Edit
#Save
#Pause
#Close
 
==Share Filter With Other Users==
Filters can be shared by users so that other users can enjoy the already defined filters.
To share your filters:
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

Filters

2016-06-28T08:08:35Z

Sheli:

Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.
 
==Create New Filter==
The Filter option is available in each window, in the left-top corner of the window: 

[[File:Filter-drop-down-menu.png]]

To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

 
===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the By Subject and Secondary Filter (advanced) options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish. 
[[File:Filter-new.png]]
 
 
===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.

To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next. 
[[File:Filter-new-from-template.png]] 
#In the next step, the New Template window opens and you can modify the search criteria if needed (see New Template).
#Then and click OK.
 
===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].
 
===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.
 
Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.
 
To use the secondary filter:
#Create a New filter
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active) 
[[File:Filter-secondary-filter-window.png]] 

 
===Non-Expiry Search Options===
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

 
===Advanced Queries===
Note that some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example: 
[[File:Filter-new-template-advanced.png]]
 
==Saving Filters==
While a new filter is being used without saving yet, the menu looks like this: 
[[File:Filter-unsaves-drop-down-menu.png]]
 
The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label.
At this stage, the drop-down menu now includes also the following options:
#Edit
#Save
#Pause
#Close
 
==Share Filter With Other Users==
Filters can be shared by users so that other users can enjoy the already defined filters.
To share your filters:
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

Filters

2016-06-28T08:08:10Z

Sheli:

==
Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.

 
==Create New Filter==
The Filter option is available in each window, in the left-top corner of the window: 

[[File:Filter-drop-down-menu.png]]

To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

 
===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the By Subject and Secondary Filter (advanced) options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish. 
[[File:Filter-new.png]]
 
 
===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.

To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next. 
[[File:Filter-new-from-template.png]] 
#In the next step, the New Template window opens and you can modify the search criteria if needed (see New Template).
#Then and click OK.
 
===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].
 
===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.
 
Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.
 
To use the secondary filter:
#Create a New filter
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active) 
[[File:Filter-secondary-filter-window.png]] 

 
===Non-Expiry Search Options===
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

 
===Advanced Queries===
Note that some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example: 
[[File:Filter-new-template-advanced.png]]
 
==Saving Filters==
While a new filter is being used without saving yet, the menu looks like this: 
[[File:Filter-unsaves-drop-down-menu.png]]
 
The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label.
At this stage, the drop-down menu now includes also the following options:
#Edit
#Save
#Pause
#Close
 
==Share Filter With Other Users==
Filters can be shared by users so that other users can enjoy the already defined filters.
To share your filters:
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

Filters

2016-06-27T18:34:45Z

Sheli:

Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.

The Filter option is available in each window, in the left-top corner of the window: 

[[File:Filter-drop-down-menu.png]]
 
==Create New Filter==
To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

 
===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the By Subject and Secondary Filter (advanced) options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish. 
[[File:Filter-new.png]]
 
 
===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.

To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next. 
[[File:Filter-new-from-template.png]] 
#In the next step, the New Template window opens and you can modify the search criteria if needed (see New Template).
#Then and click OK.
 
===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].
 
===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.
 
Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.
 
To use the secondary filter:
#Create a New filter
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active) 
[[File:Filter-secondary-filter-window.png]] 

 
===Non-Expiry Search Options===
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

 
===Advanced Queries===
Note that some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example: 
[[File:Filter-new-template-advanced.png]]
 
==Saving Filters==
While a new filter is being used without saving yet, the menu looks like this: 
[[File:Filter-unsaves-drop-down-menu.png]]
 
The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label.
At this stage, the drop-down menu now includes also the following options:
#Edit
#Save
#Pause
#Close
 
==Share Filter With Other Users==
Filters can be shared by users so that other users can enjoy the already defined filters.
To share your filters:
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

Filters

2016-06-27T18:32:11Z

Sheli:

Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.

The Filter option is available in each window, in the left-top corner of the window: 

[[File:Filter-drop-down-menu.png]]
 
==Create New Filter==
To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

 
===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the By Subject and Secondary Filter (advanced) options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish. 
[[File:Filter-new.png]]
 
 
===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.

To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next. 
[[File:Filter-new-from-template.png]] 
#In the next step, the New Template window opens and you can modify the search criteria if needed (see New Template).
#Then and click OK.
 
===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].
 
===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.
 
Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.
 
To use the secondary filter:
#Create a New filter
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active) 
[[File:Filter-secondary-filter-window.png]] 

 
===Sorting===
The advanced sorting feature allows you to reorganize the data displayed in the list to be sorted to your needs. Advanced Sorting - sort the results by three levels, by choosing the fields to sort by.

 
===Non-Expiry Search Options===
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

 
===Advanced Queries===
Note that some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example: 
[[File:Filter-new-template-advanced.png]]
 
==Saving Filters==
While a new filter is being used without saving yet, the menu looks like this:
[[File:Filter-unsaves-drop-down-menu.png]]
 
The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label.
At this stage, the drop-down menu now includes also the following options:
#Edit
#Save
#Pause
#Close
 
==Share Filter With Other Users==
Filters can be shared by users so that other users can enjoy the already defined filters.
To share your filters:
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

Filters

2016-06-27T18:30:44Z

Sheli:

Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.

The Filter option is available in each window, in the left-top corner of the window: 

[[File:Filter-drop-down-menu.png|center]]
 
==Create New Filter==
To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

 
===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the By Subject and Secondary Filter (advanced) options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish. 
[[File:Filter-new.png]]
 
 
===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.

To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next. 
[[File:Filter-new-from-template.png]] 
#In the next step, the New Template window opens and you can modify the search criteria if needed (see New Template).
#Then and click OK.
 
===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].
 
===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.
 
Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.
 
To use the secondary filter:
#Create a New filter
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active) 
[[File:Filter-secondary-filter-window.png]] 

 
===Sorting===
The advanced sorting feature allows you to reorganize the data displayed in the list to be sorted to your needs. Advanced Sorting - sort the results by three levels, by choosing the fields to sort by.

 
===Non-Expiry Search Options===
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

 
===Advanced Queries===
Note that some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example: 
[[File:Filter-new-template-advanced.png]]
 
==Saving Filters==
While a new filter is being used without saving yet, the menu looks like this:
[[File:Filter-unsaves-drop-down-menu.png]]
 
The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label.
At this stage, the drop-down menu now includes also the following options:
#Edit
#Save
#Pause
#Close
 
==Share Filter With Other Users==
Filters can be shared by users so that other users can enjoy the already defined filters.
To share your filters:
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

File:Filter-drop-down-menu.png

2016-06-27T18:29:36Z

Sheli: Sheli uploaded a new version of "File:Filter-drop-down-menu.png"

Filter-drop-down-menu.png

File:Filter-drop-down-menu.png

2016-06-27T18:29:06Z

Sheli: Sheli uploaded a new version of "File:Filter-drop-down-menu.png"

Filter-drop-down-menu.png

File:Filter-drop-down-menu.png

2016-06-27T18:28:46Z

Sheli: Sheli uploaded a new version of "File:Filter-drop-down-menu.png"

Filter-drop-down-menu.png

Filters

2016-06-27T18:23:57Z

Sheli:

Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.

The Filter option is available in each window, in the left-top corner of the window: 

[[File:Filter-drop-down-menu.png]]
 
==Create New Filter==
To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

 
===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the By Subject and Secondary Filter (advanced) options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish. 
[[File:Filter-new.png]]
 
 
===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.

To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next. 
[[File:Filter-new-from-template.png]] 
#In the next step, the New Template window opens and you can modify the search criteria if needed (see New Template).
#Then and click OK.
 
===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].
 
===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.
 
Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.
 
To use the secondary filter:
#Create a New filter
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active) 
[[File:Filter-secondary-filter-window.png]] 

 
===Sorting===
The advanced sorting feature allows you to reorganize the data displayed in the list to be sorted to your needs. Advanced Sorting - sort the results by three levels, by choosing the fields to sort by.

 
===Non-Expiry Search Options===
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

 
===Advanced Queries===
Note that some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example: 
[[File:Filter-new-template-advanced.png]]
 
==Saving Filters==
While a new filter is being used without saving yet, the menu looks like this:
[[File:Filter-unsaves-drop-down-menu.png]]
 
The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label.
At this stage, the drop-down menu now includes also the following options:
#Edit
#Save
#Pause
#Close
 
==Share Filter With Other Users==
Filters can be shared by users so that other users can enjoy the already defined filters.
To share your filters:
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

Filters

2016-06-27T18:19:24Z

Sheli: Created page with "Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and us..."

Filters in CommitCRM allow you to define advanced search rules that can be applied for Accounts, Tickets, Charges, Items, etc. You can define the filter, save it easily and use it later to filter lists.

The Filter option is available in each window, in the left-top corner of the window:

[[File:Filter-drop-down-menu.png]]

==Create New Filter==
To create a new filter you can use one of the options:

*'''New''' - create new filter from scratch.
*'''New from template''' - use predefined template to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected

===New Filter===
To create a new filter:
#Select Filter > New.
#Choose the fields you want to filter by and their values.
#You can add lines where each line is calculated according to the logical term (AND/OR) in the beginning of the line.
#You can use the By Subject and Secondary Filter (advanced) options. See more details below.
#You can choose to sort the results using the Sort fields at the bottom of the window.
#Click OK to finish.
[[File:Filter-new.png]]

===New from Template===
Use predefined templates to create a filter. This will automatically define the fields and values for the search. These settings can be modified once the template is selected.

Examples for templates:
*Accounts with Assets expiring next month.
*Accounts with expiring Contracts.
*Tickets which are open over 24 hours.
*Open Tickets without any logged charges.

To create from template:
#Select New from Template
#Choose the filter template you want to apply, and click Next.
[[File:Filter-new-from-template.png]]
#In the next step, the New Template window opens and you can modify the search criteria if needed (see New Template).
#Then and click OK.

===By Subject (filtering by user-defined fields)===
For entities that have user-defined fields, you can use the "By Subject" tab which allows you to filter according to the user-defined fields. Here you can choose the subject you want to filter by, and this will give you the relevant field list for this subject. A subject is basically a fields-group, which can be defined when adding new fields. For more details about adding your own fields, [[Field_Customization|click here]].

===Secondary Filter (filtering linked data)===
The secondary filters allow you to create super-advanced filters on the results, and narrow down the results to exactly what you want to see.
For example, you can filter Charges, and narrow the results by specific ticket type, which reflects the type of problem (i.e. printer, mobile phone, laptop etc.,). This feature is quite powerful and provides great analytic possibilities.

Other examples:
*Filter Tickets to display only Tickets related to Accounts to which a specific Employee is assigned.
*Filter Charges to display all Charges logged for Block of Time Contracts that belong to Accounts which are assigned to a specific Employee.
*Filter Charges to display only Charges for Completed Tickets that belong to Accounts of the type 'Law Office'.
*Filter Tickets to only display Tickets of VIP Accounts.
*Filter Charges to only show Charges related to Block of Time Contracts.
*Filter Tickets to only show Tickets linked to Assets whose warranty has expired.
*Filter Opportunities to only show Opportunities of Accounts that I am assigned to as the manager.

To use the secondary filter:
#Create a New filter
#Selecting the Secondary Filter Tab.
#The available data sources appear. Each has a Filter button.
#Click Filter for data sources you want to filter and define the filters in the window that opens.
#Click OK.
#The chosen filter now shows (Filter Active)

[[File:Filter-secondary-filter-window.png]]

===Sorting===
The advanced sorting feature allows you to reorganize the data displayed in the list to be sorted to your needs. Advanced Sorting - sort the results by three levels:

===Non-Expiry Search Options===
When defining filters which are date-time based, such as by Ticket Due Date or Creation Date, etc. you can use non-expiring conditions, which are always relevant to the day you activate the filter.
For example, saved filters that can be used everyday:
*Tickets created yesterday.
*Tickets that are due tomorrow.
*Contracts that expire this week.
*Assets expiring next month.

===Advanced Queries===
Note that some of the templates are marked with (*), marking them as “advanced”. These templates are system-defined templates and use advanced queries on data related to the entity. These queries cannot be defined manually, however, users can define the search criteria in the next window.
For example:
[[File:Filter-new-template-advanced.png]]

==Saving Filters==
While a new filter is being used without saving yet, the menu looks like this:
[[File:Filter-unsaves-drop-down-menu.png]]

The pause and delete options provide a quick way to stop the filter from affecting the list. These options will appear when hovering over the (Unsaved) label.
At this stage, the drop-down menu now includes also the following options:
#Edit
#Save
#Pause
#Close

==Share Filter With Other Users==
Filters can be shared by users so that other users can enjoy the already defined filters.
To share your filters:
#Select Filter > Rename/Share
[[File:Filter-rename-menu-option.png]]
#The following window opens:
[[File:Filter-sharing-window.png]]
#Choose Everyone to share your filter. Note that only users with “Save Filter” privileges can edit the filter. See more details in [[Employee_Privileges|Employee Privileges]].
#Click OK to finish.

File:Filter-sharing-window.png

2016-06-27T18:18:15Z

Sheli: Filter-sharing-window.png

Filter-sharing-window.png

File:Filter-unsaves-drop-down-menu.png

2016-06-27T18:15:38Z

Sheli: Filter-unsaves-drop-down-menu.png

Filter-unsaves-drop-down-menu.png

File:Filter-rename-menu-option.png

2016-06-27T18:14:20Z

Sheli: Filter-rename-menu-option.png

Filter-rename-menu-option.png

File:Filter-new-template-advanced.png

2016-06-27T18:12:39Z

Sheli: Filter-new-template-advanced.png

Filter-new-template-advanced.png

File:Filter-secondary-filter-window.png

2016-06-27T18:09:51Z

Sheli: Filter-secondary-filter-window.png

Filter-secondary-filter-window.png

File:Filter-new-from-template.png

2016-06-27T18:04:52Z

Sheli: Filter-new-from-template.png

Filter-new-from-template.png

File:Filter-new.png

2016-06-27T18:02:36Z

Sheli: Filter-new.png

Filter-new.png

File:Filter-drop-down-menu.png

2016-06-27T17:58:25Z

Sheli: Filter-drop-down-menu.png

Filter-drop-down-menu.png

Main Page

2016-02-01T20:27:00Z

Sheli: /* Setup & Installation */

{| id="mp-topbanner" style="width:100%; background:#ffffff; margin-top:1.2em; border:1px solid Silver;"
| style="width:56%; color:#000;" |

{| style="width:280px; border:none; background:#ffffff; margin-left:28%"
| style="width:280px; text-align:center; white-space:nowrap; color:#000;" |
<div style="font-size:180%; border:none; margin:0; padding:.1em; color:#000;">Welcome to the CommitCRM Wiki</div>
<div style="top:+0.2em; font-size:120%;">CommitCRM Support Documentation Center.</div>

|}

| style="width:16%; font-size:95%;" |
* [http://www.commitcrm.com/free-trial/free-trial-download/ Download CommitCRM]
* [http://www.commitcrm.com/forum/ Forums]
* [http://www.commitcrm.com/products/why-commitcrm/ Why CommitCRM?]
* [http://www.commitcrm.com/about-us/ About Commit]
|}

{{Col}}
 
=New to CommitCRM?=

*[[Introduction|Introduction to CommitCRM]]
*[[Getting Started|Getting Started]] ([http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Watch Video])
*[[#Setup & Installation|Setup & Installation]] ([[Videos#Installation Guides|Watch Videos]])
*[[Videos|All Videos]]
*[[FAQ]]

 

=Documentation=
*[[#Getting Started|Getting Started]] ([http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Watch Video])
*[[#Setup & Installation|Setup & Installation]] ([[Videos#Installation Guides|Watch Videos]])
*[[#Videos|All Videos]]
*[[#Work Flows|Work Flows]]
*[[#User Manuals|User Manuals]]
*[[#Office Management|Office Management]]
*[[#Service Management|Service Management]]
*[[#Billing|Billing]] ([[Videos#Contracts & Billing|Watch Videos]])
*[[#Import and Export|Import and Export]]
*[[#Customization|Customization]]
*[[#Privileges|Privileges]]
*[[#Integration|Integration]]
*[[#FAQ|FAQ]]
*[[:Category:KB|CommitCRM KB Articles]]

{{Break}}

=Popular Forum Threads=
*[http://www.commitcrm.com/support/version-update/ New CommitCRM 9 Release!]
*[http://www.commitcrm.com/forum/showthread.php?t=1208 Running an IT Services Business Forum ]
*[http://www.commitcrm.com/forum/showthread.php?t=1037 The IT Toolbox – Community Based Resources for IT Professionals]
 

=Recent KB Articles=
*[[KB:_Keeping_Your_Customers_In_Touch_With_You|Keeping Your Customers In Touch With You]]
*[[KB:_Integrating_CommitCRM_Wiki_Search_Into_Your_Browser|Integrating CommitCRM WIki Search Into Your Browser]]
*[[KB:_Web_Interface_Free_Text_Fields|Web Interface Free Text Fields]]
*[[KB:_How_To_Rename_Fields|How To Rename Fields]]
*[[KB:_Setting_up_CommitCRM_with_Terminal_Services|Setting Up CommitCRM with Terminal Services]]
*[[KB:_How_To_Create_Tickets_On_Behalf_of_Your_Customers_Using_Emails|How To Create Tickets On Behalf of Your Customers Using Emails]]
{{Colend}}


==[[Getting_Started|Getting Started]]==

*[[Introduction|Introduction to CommitCRM]]
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Videos#Installation Guides|Installation Videos]]
*[http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Getting Started Tutorial Video]
 

==[[Setup|Setup & Installation]]==
'''Client'''
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Videos#Installation Guides|Installation Videos]]
*[[Accounts | Account Setup]]
*[[Employees | Employee Setup]]
*[[Privileges | Privileges Setup]]
*[[Import and Export]]
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]
*[[Xero_Link|CommitCRM-Xero Link]]

'''Server'''
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Web Interface|CommitCRM Web Interface]] ([http://www.commitcrm.com/videos/web_interface_installation_video.htm Watch Video])
*[[Email Connector|CommitCRM Email Connector Setup]] ([http://www.commitcrm.com/videos/email_connector_setup_video.htm Watch Video]), [[Ticket_Management#Email_Distribution_via_CommitCRM_Email_Connector|Email Threading via CommitCRM Email Connector]]
*[[Alerts Server|CommitCRM Alerts Server]] ([http://www.commitcrm.com/videos/commit_alert_server_setup_video.htm Watch Video])
*[[Report Scheduler|CommitCRM Report Scheduler]]
*[[MSP_Integration_Setup|RMM/MSP Systems Integration]]
*[[GFI_MAX_Link|GFI MAX Link Setup Guide]]
*[[Continuum_Link|Continuum Link Setup Guide]]
*[[Commit SQL Database Installation Guide | CommitCRM SQL Database (CSD) Installation Guide (for registered CSD users)]]
*[[Commit SQL Database for Trial Users|CommitCRM SQL Database for Trial Users]]

'''Upgrades'''
*[http://www.commitcrm.com/videos/commitcrm_upgrades_video.htm Upgrading CommitCRM Video]
 

==[[Videos|Videos]]==
*[http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Getting Started Tutorial]
*[http://www.commitcrm.com/videos/web_interface_installation_video.htm Web Interface Installation]
*[http://www.commitcrm.com/videos/email_connector_setup_video.htm Email Connector Installation]
*[http://www.commitcrm.com/videos/commit_alert_server_setup_video.htm Alerts Server Installation]
*[[Videos#Ticket_Management|Ticket Management Videos]]
*[[Videos# Contracts & Billing|Billing Videos]]
*'''[[Videos|To All Videos!]]'''
 

==[[Work_Flows|Work Flows]]==
*[[Tickets|Ticket Lifecycle]] ([[Videos#Ticket Management|Watch Videos]])
*[[Ticket Management]] ([[Videos#Ticket Management|Watch Videos]])
*[[Billing Lifecycle]] ([[Videos#Contracts & Billing|Watch Videos]])
*[[Project Management]]
*[[Recurring Contracts]] ([http://www.commitcrm.com/videos/commit_contracts_batch_copy_wizard_video.htm Watch Video])
*[[SLA|Service Level Agreements (SLA)]]
*[[Over-used Hours]]
*[[Rolling-over Hours]]
*[[Asset Warranties]]
*[[Preventive Maintenance]]
*[[Return Material Authorization (RMA)]]
*[[Barcodes and Assets]]
*[[Sales|Sales Management]]
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Managing Quotes]]
 

==[[User_Manuals|User Manuals]]==
*[[Billing]] ([[Videos#Contracts & Billing|Watch Videos]])
*[[Assets]]
*[[Sales]]
*[[Accounts]]
*[[Ticket Management]] ([[Videos#Ticket Management|Watch Videos]])
*[[Quotes]]
*[[SLA|Service Level Agreements (SLA)]]
*[[Knowledge Base]]
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Email Templates]]
*[[Documents]]
*[[Statistics Board]]
*[[Web Interface|CommitCRM Web Interface]] ([http://www.commitcrm.com/videos/employee_web_interface_tutorial_video.htm Overview Video], [http://www.commitcrm.com/videos/web_interface_installation_video.htm Installation Video])
*[[Generating_Reports_User_Guide|Generating Reports]]
*[[Report_Designer_User_Guide|Report Designer]] ([http://www.commitcrm.com/videos/commit_report_designer_tutorial_video.htm Watch Video])
*[[To-do Lists]]

'''Integration'''
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Xero_Link|CommitCRM-Xero Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[Email Connector|CommitCRM Email Connector]] ([http://www.commitcrm.com/videos/email_connector_setup_video.htm Installation Video])
*[[Alerts Server|CommitCRM Alerts Server]] ([http://www.commitcrm.com/videos/commit_alert_server_setup_video.htm Installation Video])
*[[Report Scheduler|CommitCRM Report Scheduler]]
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]
*[[MSP_Integration_Setup|MSP Systems Integration]]
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]

*'''[[Videos|All Video Tutorials]]'''
 

==[[Office_Management|Office Management]]==
*[[Accounts]]
*[[Employees]]
*[[Subcontractors]]
*[[Privileges]]
*[[Documents]]
*[[Documents#Using Word Merge Templates|Word Templates]]
*[[Email Templates]]
*[[Documents#Managing Outlook Emails within CommitCRM|Filing Emails]]
*[[History]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[Sales|Sales Management]]
*[[Quotes]]
*[[Statistics Board]]
*[[Reports|Reports]]
 

==[[Service_Management|Service Management]]==
*[[Ticket Management]] ([[Videos#Ticket_Management|Watch Videos]])
*[[Tickets|Ticket Lifecycle]] ([[Videos#Ticket_Management|Watch Videos]])
*[[Tickets#Dispatch the Ticket|Dispatcher]] ([http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Watch Video])
*[[Assets]]
*[[Managing Quotes]]
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Email Templates]]
*[[Knowledge Base]]
*[[Billing]] ([[Videos#Contracts & Billing|Watch Videos]])
 

==[[Billing_Topics|Billing]]==
*[[Videos#Contracts_&_Billing|Billing Videos]]
*[[Billing|Billing User Guide]]
*[[Items]]
*[[Charges]]
*[[Charges#Using_the_Timer_to_Add_Charges|Timer]]
*[[Charges#Tracking_Time_Spent|Time Tracking]]
*[[Contracts]]
*[[Custom Pricing]]
*[[SLA|Service Level Agreements (SLA)]]
*[[Contract-Price Charges|Billing for Your Contracts]]
*[[Recurring Contracts]]
*[[Charges#Charging Using Taxes|Taxes]]
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Xero_Link|CommitCRM-Xero Link]]
*[[Charges#Using CommitCRM Charge Reports|Reports]]
 

==[[Import_and_Export|Import and Export]]==
*[[Import Accounts]]
*[[Import Tickets]]
*[[Import Assets]]
*[[Import Items]]
*[[Documents#Importing Existing Documents|Import Documents]]
*[[Knowledge Base#Importing Articles|Import Knowledge Base Articles]]
*[[Importing from QuickBooks]]
*[[Syncing Accounts with Outlook|Import from Outlook (CommitCRM-Outlook Sync)]]
*[[Import and Export FAQ]]
*[[Import_and_Export_FAQ#Can_I_export_data_from_CommitCRM.3F|Export Data]]
*[[Community_Sharing_Center|Community Sharing Center]]
 

==[[Customization|Customization]]==
*[[Field Customization]]
*[[Report Customization]] ([http://www.commitcrm.com/videos/commit_report_designer_tutorial_video.htm Watch Video])
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Email Templates]]
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]
*[[Customization FAQ]]
 

==[[Privileges|Privileges]]==
*[[Employee Privileges]]
*[[Subcontractors#Subcontractors_Permissions|Subcontractors Privileges]]
*[[Customer Privileges]]
*[[Privileges_FAQ|Privileges FAQ]]
 

==[[Integration|Integration]]==
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Xero_Link|CommitCRM-Xero Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[Commit Online Services|CommitCRM Online Services]]
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]
*[[API by Email and MSP Integration|API by Email]]
*[[API by Email and MSP Integration|Automated Emails]]
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]
*[[Continuum_Link|CommitCRM-Continuum Link]]
*[[GFI_MAX_Link|CommitCRM-GFI MAX Link]]
*[[MSP_Integration_Setup|MSP Systems Integration]] ([[MSP_Integration_Setup#Kaseya.E2.84.A2|Kaseya™ ]], [[MSP_Integration_Setup#Level_Platforms.E2.84.A2_Managed_Workspace.E2.84.A2|Level Platforms™ Managed Workspace™]], [[MSP_Integration_Setup#N-able.E2.84.A2_N-central.E2.84.A2|N-able™ N-central™]])
*[[Documents#Importing Existing Documents|Import and Export (Excel, CSV, etc.)]]
*[[Documents#Using Word Merge Templates|Word Templates]]
 

==[[FAQ|FAQ]]==
*[[Tickets FAQ|Tickets]]
*[[Contracts FAQ|Contracts]]
*[[Dispatcher & Calendar FAQ|Dispatcher & Calendar]]
*[[Charges FAQ|Charges]]
*[[Items FAQ|Items]]
*[[Reports FAQ|Reports]]
*[[Import and Export FAQ|Import & Export]]
*[[QuickBooks FAQ|QuickBooks]]
*[[Web Interface FAQ|Web Interface]]
*[[Outlook Integration FAQ|Outlook Integration]]
*[[Alerts Server FAQ|Alerts Server]]
*[[Email Connector FAQ|Email Connector]]
*[[Employees & Users FAQ|Employees & Users]]
*[[Documents FAQ|Documents]]
*[[Accounts FAQ|Accounts]]
*[[Assets FAQ|Assets]]
*[[Knowledge Base FAQ|Knowledge Base]]
*[[Activity Templates FAQ|Activity Templates]]
*[[Online Services FAQ|Online Services]]
*[[Customization FAQ|Customization]]
*[[Backup and Restore FAQ|Backup & Restore]]
*[[Global Settings FAQ|Global Settings]]
*[[Labor Rates FAQ|Labor Rates]]
*[[History FAQ|History]]
*[[Privileges FAQ|Privileges]]
*[[Messages FAQ|Messages]]
*[[Taxes FAQ|Taxes]]
 

__NOTOC__

API Reference Manual

2016-01-10T16:29:01Z

Sheli: /* Opportunity Fields */

{{usermanualsapidevelopersguide}}
=Introduction=
In this document you will find:
* Detailed listing of the CommitCRM API functions with their parameters
* Detailed listing of database fields per entity. The database fields are used when adding, updating and retrieving data using the API.

=API Functions=
The Programming API provides two sets of API functions:
* Data Retrieval API
* Data Update API
 
==Data Retrieval API Functions ==
The Data Retrieval API is available starting with CommitCRM 5.5.'' 
The Data Retrieval API should be used for read-only purposes. Pulling data from the database using the API should be done using the following steps:

# Execute an SQL query using the data query API function.
# The data query API returns a list of resulting record IDs.
# Read each record separately using another API function.
 
The Data Retrieval API functions include initialization, error handling and actual data retrieval functions.
The following data retrieval API functions receive and return parameters in XML format:
* CmtGetQueryRecIds - Receives an SQL query and returns a result list of REC IDs.
* CmtGetRecordDataByRecId - Returns record details according to the input REC ID.
* CmtGetFieldAttributesByRecId (advanced) - Returns the database properties of a field.
 
The following table lists the Data Retrieval API functions and their parameters. You can find more details about each function below the table.

Data Retrieval API Functions:
{| class="wikitable"
|-
! '''Method'''
! '''Return Value'''
! '''Description'''
|-
| '''CmtInitDbQryDll(app_name, path, status)'''
| status (int)
| Establishes a connection to the database. app_name - This string will be used for all functions of the package, and will appear in the application as the user who performs the changes in the records you update. You should specify a meaningful value. path - The path to the DB folder where the CommitCRM server is installed: <server>\CommitCRM\Db status - 1 for success. See Error Codes Description for other values.
|-
| '''CmtGetQueryRecIds''' (xml_request_buff, xml_request_buff_len, xml_response_data_buff, xml_response_data_buff_len, status)
| status (int),results (char)
| Receives an SQL query and returns a result list of REC IDs. You should then call CmtGetRecordDataByRecId for each record details. 
xml_request_buff – XML with the SQL query. 
xml_request_buff_len – length of the request buffer. 
xml_response_data_buff - buffer for returned XML response. 
xml_response_data_buff_len – length of the response buffer. 
status - returned status, 1 for success. 

>> See [[API_Reference_Manual#Error_Codes_Description|Error Codes Description]] for other values. 
>> See [[API_Reference_Manual#CmtGetQueryRecIds|CmtGetQueryRecIds]] for more details about the XML parameters.

|-
| '''CmtGetRecordDataByRecId''' (xml_request_buff, xml_request_buff_len, xml_response_data_buff, xml_response_data_buff_len, status)
| status (int),details(char)
| Returns a record's details according to the input REC ID. 
xml_request_buff – XML with the REC ID. 
xml_request_buff_len – length of the request buffer. 
xml_response_data_buff - buffer for returned XML response. 
xml_response_data_buff_len – length of the response buffer. 
status - returned status, 1 for success. 

>> See [[API_Reference_Manual#Error_Codes_Description|Error Codes Description]] for other values. 
>> See [[API_Reference_Manual#CmtGetRecordDataByRecId|CmtGetRecordDataByRecId]] for more details about the XML parameters.

|-
| '''CmtGetFieldAttributesByRecId''' (xml_request_buff, xml_request_buff_len, xml_response_data_buff, xml_response_data_buff_len, status)
| status (int),details(char)
| Returns the properties of a database field. 
xml_request_buff – XML with the requested Field ID. 
xml_request_buff_len – length of the request buffer. 
xml_response_data_buff - buffer for returned XML response. 
xml_response_data_buff_len – length of the response buffer. 
status - returned status, 1 for success. 

>> See [[API_Reference_Manual#Error_Codes_Description|Error Codes Description]] for other values. 
>> See [[API_Reference_Manual#CmtGetFieldAttributesByRecId|CmtGetFieldAttributesByRecId]] for more details about the XML parameters.

|-
| '''CmtTerminateDbQryDll'''
|
| Close the connection to the database
|-
| '''CmtGetDescriptionByCode''' (code, desc_size, desc)
| message (char)
| Call this function in case of error in 
'''CmtInsUpdRec'''. 
In case of error (return code other than 1), 
you can use this to get error string.
|-
| '''CmtGetDescriptionByStatus'''
|
| Call this function in case of error in 
'''CmtInitDbQryDll'''
|}

===CmtGetQueryRecIds ===
The CmtGetQueryRecIds function receives an SQL query and returns a result list of REC IDs. 
Both the request and the response parameters are in XML format. See more details about each XML structure below.

====CmtGetQueryRecIds Request====
The commitcrmxmlqueryrequest XML contains the following sections:
* Query Data Type – here you should enter which data type you want to query.
* SQL Query – here you build the SQL Query to be executed.

commitcrmxmlqueryrequest XML template:

<?xml version="1.0" ?>
<?commitcrmxmlqueryrequest version="1.0" ?>
<CommitCRMQueryDataRequest >
<ExternalApplicationName>Enter you application name here</ExternalApplicationName>
<Datakind> one of the supported data types </Datakind>
<MaxRecordCount> Enter the maximum records you want in the results </MaxRecordCount>
<Query>
<Where>
<Link> ( </Link>
<FLDTKTCARDID op=" = | > | >= | < | <= | like | not | not like "> value </FLDTKTCARDID>
<Link> ) and | or ( </Link>
<FLDTKTCARDID op=" = | > | >= | < | <= | like | not | not like "> value </FLDTKTCARDID>
<Link> ) </Link>
</Where>
<Order>
<FLDTKTCARDID_FLDCRDFULLNAME dir="asc | desc" />
</Order>
</Query>
</CommitCRMQueryDataRequest >

See more details about each XML token below.

===== Query Data Type =====
The Data Type should be entered in the following token:

<Datakind> one of the supported data types </Datakind>

The following table lists the entities supported by the Data Retrieval API. In this list you will find the entity name as it appears in the application and the data kind which is the string you should use in the XML token: ''Datakind'' in the XML.

Data Retrieval API Supported data types (Data Kind):

{| class="wikitable"
|-
! '''Entity in Application'''
! '''Data Kind'''
|-
| Account
| ACCOUNT
|-
| Opportunity
| OPPORTUNITY
|-
| Document
| DOCUMENT
|-
| Charge
| CHARGE
|-
| Appointment
| APPOINTMENT
|-
| Task
| TASK
|-
| History Note
| HISTORY-NOTE
|-
| History Audit Line
| HISTORY-AUDIT
|-
| Ticket
| TICKET
|-
| Item
| ITEM
|-
| Asset
| ASSET
|-
| Knowledge Base Article
| ARTICLE
|-
| Contract
| CONTRACT
|-
| Tax
| TAX
|}

===== SQL Query =====
The Query part in the XML lets you build the actual text of the SQL query, providing you with maximum flexibility.

<Query>
<Where>
<Link> ( </Link>
<FLDTKTCARDID op=" = | > | >= | < | <= | like | not | not like "> value </FLDTKTCARDID>
<Link> ) and | or ( </Link>
<FLDTKTCARDID op=" = | > | >= | < | <= | like | not | not like "> value </FLDTKTCARDID>
<Link> ) </Link>
</Where>
<Order>
<FLDTKTCARDID_FLDCRDFULLNAME dir="asc | desc" />
</Order>
</Query>

The Query section may contain the following tokens:
* '''Where''' – here you build your actual "where" clause of the query, providing the filtering criteria you want to execute.
** '''Field Names and operators''' – here you can enter the fields to filter by, the operators and the value (e.g. FLDTKTCARDID = CRDIBR5V3SGPKGCSYCEF).
** '''Link''' – this token lets you link text, such as brackets, commas, etc.
* '''Order''' – here you define the sorting criteria for your query (e.g. FLDTKTCARDID_FLDCRDFULLNAME dir="asc").

==== CmtGetQueryRecIds Response ====

CmtGetQueryRecIds returns the result in XML format as follows:

<?xml version="1.0" ?>
<?commitcrmxmlqueryresponse version = "1.0" ?>
<CommitCRMQueryDataResponse>
<Status></Status>
<ResultCodes></ResultCodes>
<ResultMessage></ResultMessage>
<RecordData></RecordData>
</CommitCRMQueryDataResponse>

Where:
* '''Status, Result Codes''' – the function returns a main status and in case of error it may return
* '''Result Message''' – contains the error message text in case of an error.
* '''Record Data''' – contains a list of record IDs which answer the query. This list contains the database REC IDs separated by commas.
 

===CmtGetRecordDataByRecId===

The CmtGetRecordDataByRecId function receives a record ID and a list of fields for the requested entity, and returns the requested data in XML format.

===== CmtGetRecordDataByRecId Request=====
Example of a request to read an Account:
<?xml version="1.0" ?>
<?commitcrmxmlgetrecorddatarequest version = "1.0" ?>
<CommitCRMGetRecordDataRequest>
<ExternalApplicationName>MySoftwareName</ExternalApplicationName>
<GetRecordByRecId>CRDC1VTHMDF627HJECG7</GetRecordByRecId>
<SelectFieldsList>
FLDCRDCOMPANY,
FLDCRDCONTACT,
FLDCRDADDRESS1,
FLDCRDCITY,
</SelectFieldsList>
</CommitCRMGetRecordDataRequest>

The commitcrmxmlgetrecorddatarequest XML contains the following parameters:
* '''Get Record by Rec ID''' – here you should enter the Record ID you want to read, usually an ID from the list which was returned from the query function.
* '''Select Fields List''' – here you build the list of fields to be returned for the requested entity.
 

===== CmtGetRecordDataByRecId Response =====
The CmtGetRecordDataByRecId function returns the result in XML format as follows:

<?xml version="1.0" ?>
<?commitcrmxmlgetrecorddataresponse version = "1.0" ?>
<CommitCRMGetRecordDataResponse>
<Status> </Status>
<ResultCodes></ResultCodes>
<ResultMessage></ResultMessage>
<RecordData> database fields tokens </RecordData>
</CommitCRMGetRecordDataResponse>

Where:
* '''Status, Result Codes''' – the function returns a main status and in case of error it may return
* '''Result Message''' – contains the error message text in case of an error.
* '''Record Data''' – contains a list of database fields as requested. This list contains holds each database field as a token and the data itself is the token's value.

Example of a response:

'''Account Data'''
<?xml version="1.0" ?>
<?commitcrmxmlgetrecorddataresponse version = "1.0" ?>
<CommitCRMGetRecordDataResponse>
<Status>SUCCESS</Status>
<ResultCodes></ResultCodes>
<ResultMessage></ResultMessage>
<RecordData>
<FLDCRDCOMPANY> <![CDATA[Commit Business Solutions ltd.]]></FLDCRDCOMPANY>
<FLDCRDCONTACT> <![CDATA[John Smith]]> </FLDCRDCONTACT>
<FLDCRDADDRESS1> <![CDATA[107 Severin Street]]> </FLDCRDADDRESS1>
<FLDCRDCITY> <![CDATA[London]]> </FLDCRDCITY>
</RecordData>
</CommitCRMGetRecordDataResponse>

'''Ticket Data'''
<?xml version="1.0" encoding="ISO-8859-8" ?>
<?commitcrmxmlgetrecorddataresponse version = "1.0" ?>
<CommitCRMGetRecordDataResponse>
<Status>SUCCESS</Status>
<ResultCodes></ResultCodes>
<ResultMessage></ResultMessage>
<RecordData>
<FLDTKTTICKETNO><![CDATA[0500-1009]]></FLDTKTTICKETNO>
<FLDTKTSTATUS CmtRawData="900">Cancelled</FLDTKTSTATUS>
<FLDTKTUPDATEDATE>24/01/2011 18:03</FLDTKTUPDATEDATE>
</RecordData>
</CommitCRMGetRecordDataResponse>

===CmtGetFieldAttributesByRecId===

The CmtGetRecordDataByRecId function receives a Field ID and returns the field details in XML format. Field details include the same details that can be found when viewing the field attributes in the application. The details are returned in an XML including: Field Type, Size, Label, Hint, Name and Default Value.

Both the request and response parameters are in XML format.

===== CmtGetFieldAttributesByRecId Request=====
The commitcrmxmlgetfieldattributesrequest XML contains the requested Field ID:

<?xml version="1.0" ?>
<?commitcrmxmlgetfieldattributesrequest version = "1.0" ?>
<CommitCRMGetFieldAttributesRequest>
<ExternalApplicationName>MySoftwareName</ExternalApplicationName>
<GetRecordByRecId> Enter the Field ID here (e.g. FLDCRDCITY) </GetRecordByRecId>
</CommitCRMGetFieldAttributesRequest>

Where:
* '''Get Record by Rec ID''' – here you should enter the Field ID you want to read. The Field ID which should be transferred to request can be found in the application, by right-clicking the field > ''Field Attributes > Advanced > Tech. Rec ID''.

 

===== CmtGetFieldAttributesByRecId Response =====
The CmtGetRecordDataByRecId function returns the result in XML format as follows:

The CmtGetFieldAttributesByRecId function returns the result in XML format as follows
<?xml version="1.0" ?>
<?commitcrmxmlgetfieldattributesresponse version = "1.0" ?>
<CommitCRMGetFieldAttributesResponse>
<Status> </Status>
<ResultCodes></ResultCodes>
<ResultMessage></ResultMessage>
<RecordData>
<TYPE></TYPE>
<SIZE></SIZE>
<LABEL></LABEL>
<HINT></HINT>
<NAME></NAME>
<DEFAULTVALUE></DEFAULTVALUE>
<DISPLAYSYMBOL></DISPLAYSYMBOL>
</RecordData>
</CommitCRMGetFieldAttributesResponse>

Where:
* '''Status, Result Codes''' – the function returns a main status and in case of error it may return
* '''Result Message''' – contains the error message text in case of an error.
* '''Record Data''' – contains a list of database fields containing the field details.
** DEFAULTVALUE: contains the default value for the field.
** DISPLAYSYMBOL: refers to the default value and optionally returns a symbol when relevant for a numeric value (such as currency symbol, percentage symbol, etc.).

Example of a response:

<?xml version="1.0" ?>
<?commitcrmxmlgetfieldattributesresponse version = "1.0" ?>
<CommitCRMGetFieldAttributesResponse>
<Status>SUCCESS</Status>
<ResultCodes></ResultCodes>
<ResultMessage></ResultMessage>
<RecordData>
<TYPE><![CDATA[CHAR]]></TYPE>
<SIZE>30</SIZE>
<LABEL><![CDATA[City]]></LABEL>
<HINT><![CDATA[City of account's address]]></HINT>
<NAME><![CDATA[Address: City]]></NAME>
<DEFAULTVALUE></DEFAULTVALUE>
<DISPLAYSYMBOL></DISPLAYSYMBOL>
</RecordData>
</CommitCRMGetFieldAttributesResponse>

OR (returning a numeric field value)

<?xml version="1.0" ?>
<?commitcrmxmlgetfieldattributesresponse version = "1.0" ?>
<CommitCRMGetFieldAttributesResponse>
<Status>SUCCESS</Status>
<ResultCodes></ResultCodes>
<ResultMessage></ResultMessage>
<RecordData>
<TYPE><![CDATA[DOUBLE]]></TYPE>
<SIZE></SIZE>
<LABEL><![CDATA[Adjust Percent]]></LABEL>
<HINT><![CDATA[Percent of discount or markup]]></HINT>
<NAME><![CDATA[Adjust Percent]]></NAME>
<DEFAULTVALUE><![CDATA[0]]></DEFAULTVALUE>
<DISPLAYSYMBOL><![CDATA[%]]></DISPLAYSYMBOL>
</RecordData>
</CommitCRMGetFieldAttributesResponse>

==Data Update API Functions==
The Data Update API allows you to add and update data using Programming API and API by Email (using XML transactions).
 
Each Data Update API function requires a list of database fields and their values. Database field names can be found by right-clicking the field > Field Settings > Advanced Tab > Rec ID field. You can also find detailed information about each entity and its fields in [[API_Reference_Manual#Database_Field_Listing|Database Field Listing]].
 
Following are the API functions for adding and updating data:

{| class="wikitable"
|-
! '''Method'''
! '''Return Value'''
! '''Description'''
|-
| '''CmtInitDbEngDll (app_name, path, status)'''
| status (int)
| Establishes a connection to the database. app_name - This string will be used for all functions of the package, and will appear in the application as the user who performs the changes in the records you update. You should specify a meaningful value. path - The path to the DB folder where the CommitCRM server is installed: <server>\CommitCRM\Db status - 1 for success. See [[API_Reference_Manual#Error_Codes_Description|Error Codes Description]] for other values.
|-
| '''CmtInsUpdRec(app_name, table_id, data_buff, map_buff, flag, tbd, 
rec_id_buff_size, error_codes_buff_size, 
err_msg_buff_size,rec_id_buff, 
err_codes_buff, err_msg_buff, status)'''
| status (int), rec_id (char)
| Adds/Updates records. 
app_name - string containing your application name 
table_id - string containing the database table id 
data_buff - string containing the values to insert into the Database 
map_buff - mapping of the database fields corresponding with the data buff 
flag - stop(0)/continue(1) the input process is an invalid data value(s) 
tbd - Not used 
rec_id_buff_size - length of REC ID Buffer 
err_code_buff_size - length of Error Code Buffer 
err_msg_buff_size - length of Error Message Buffer 
rec_id_buff - buffer for returned REC ID 
err_codes_buff - buffer for returned Error Codes 
err_msg_buff - buffer for returned Error Messages 
status - returned status, 1 for success. 
See [[API_Reference_Manual#Error_Codes_Description|Error Codes Description]] for other values.
|-
| '''CmtTerminateDbEngDll'''
|
| Close the connection to the database
|-
| '''CmtGetDescriptionByCode''' (code, desc_size, desc)
| message (char)
| Call this function in case of error in 
'''CmtInsUpdRec'''. 
In case of error (return code other than 1), 
you can use this to get error string.
|-
| '''CmtGetDescriptionByStatus'''
|
| Call this function in case of error in 
'''CmtInitDbEngDll'''
|}

'''Field buffers'''
The record to be added/updated in the database is passed to the CommitCRM API in two buffers:
{| class="wikitable"
|-
! '''Parameter'''
! '''Description'''
! '''Example'''
|-
| data_buff
| String containing the values to insert into the Database. Separators between the fields are defined in the map_buff
| "17/04/2008 14:44", "CRD7C9KZPS9JN3LEZVD9", "Charge", "CRDGO0SVQ6074CMAN7DW","Closed","test note in DB Engine", "NTBL6PDPKUU6NXLRHLHP","CRDBSMJ3P72EHMU0HB LX","TKT4S81466E05IM8P23X"
|-
| map_buff
| Mapping of the data_buff: separators, field names.

Field names must be in the same order as the data_buff values.

The field names should be separated with a different separator than the values (e.g. "new line").
| " , FLDHISNOTEDATETIME 
FLDHISWORKERID 
FLDHISKIND 
FLDHISCONTACTID 
FLDHISUSER1 
FLDHISDESCRIPTION 
FLDHISRECID 
FLDHISCARDID 
FLDHISLINKRECID 
|}

=Database Field Listing=
Following is a detailed listing of fields per entity which can be added/updated using the API. The API parameters are the same when using the Programming API or the XML API.

The API allows you to add, update and retrieve the following entities:
*[[#Account Fields|Accounts]]
*[[#Ticket Fields|Tickets]]
*[[#Charge Fields|Charges (and Contract-price Charges)]]
*[[#Item Fields|Items]]
*[[#History Note Fields|History Notes]]
*[[#Asset Fields|Assets]]
*[[#Calendar Fields|Calender (Appointments and Tasks)]]
*[[#Opportunity Fields|Opportunities]]
*[[#Document Fields|Documents]]
*[[#Knowledge Base Article Fields|Knowledge Base Articles]]

All API functions may return error codes. You can find the possible error codes in:
*[[#Error Codes Description|Error Codes]]

In the following section you will find a detailed listing of the database fields. Each table includes the fields '''Display name''' (as shows in the application), the '''Database Field Name''' (internal database field identifier) and comments.

Note that when using XML formatted messages, the database field name refers to the name to be provided within the XML token. For example, when the field name is FLDSLPQUANTITY, the XML token should look like this:
<FLDSLPQUANTITY>10</FLDSLPQUANTITY>

The following table shows the data kind code when using XML or when using the API functions:

{| class="wikitable"
|-
! '''Application entity'''
! '''Table name'''
! '''Programming Code'''
! '''XML Data Kind Name'''
|-
| Accounts
| Cards
| 10
| ACCOUNT
|-
| Opportunities
| Opps
| 20
| OPPORTUNITY
|-
| Documents
| Docs
| 30
| DOCUMENT
|-
| Charges
| Slips
| 40
| CHARGE
|-
| Appointments/Tasks
| Events
| 50
| APPOINTMENT-OR-TASK
|-
| History Notes
| Notebook
| 60
| HISTORY-NOTE
|-
| Tickets
| Tickets
| 70
| TICKET
|-
| Items
| Items
| 80
| ITEM
|-
| Assets
| Assets
| 90
| ASSET
|-
| Knowledge Base
| KBArticles
| 100
| ARTICLE
|}
You can find examples of adding and updating records in the database by using the database field in the [[API Code Samples]] section.

===Account Fields===
The following table lists the most important parameters for adding/updating Account
records.
Note slight differences when adding a main account vs. adding a secondary contact.

{| class="wikitable"
|-
! '''Field Name'''
! '''API Field Name'''
! '''Comment'''
! '''Physical DB Tables'''
! '''Physical DB Fields'''
|-
| Account REC ID
| FLDCRDRECID
|The Account record ID (20 chars). The Account Rec ID can be taken from:
#Account Notes tab, at the bottom, rightclick the RecID field and use Copy. e.g. CRDVQYSOD1B4U4HZIQJJ
#Using the Data Retrieval API to pull information from the database.
#From the Email Response when adding new Account with the API.
|cards
|RECID
|-
| Account Manager
| FLDCRDASSIGNCARDID
| This field has two roles:
#When adding a main Account: The account manager should contain the ID of the Employee who is the account manager.
#When adding a secondary contact: 
This field should contain the ID of the main Account to which the secondary contacted is
added.
|cards
|ASSIGNCARDID
|-
|Status
|FLDCRDSUBCONTSTATUS
|Relevant only for Secondary Contacts. Possible values: '''A'''-ctive '''N'''-ot Active. Default value if not passed to the API is Active.
|cards
|SUBCONTSTATUS
|-
|Company name
|FLDCRDCOMPANY
|
|cards
|COMPANY
|-
|Contact: First & Last Name
|FLDCRDCONTACT
|
|cards
|CONTACT
|-
| Assistant
| FLDCRDASSISTANT
|
|cards
|ASSISTANT
|-
|Contract
|FLDCRDBCRECID
|The default Contract for this Account (not required)
|cards
|BCRECID
|-
|Account Number
|FLDCRDCARDID2
|
|cards
|CARDID2
|-
|ID
|FLDCRDCARDID3
|
|cards
|CARDID3
|-
|Popup Message
|FLDCRDCARDMESSAGE
|
|cards
|CARDMESSAGE
|-
| Address: Line1
| FLDCRDADDRESS1
|
|cards
|ADDRESS1
|-
| Address: Line2
| FLDCRDADDRESS2
|
|cards
|ADDRESS2
|-
| Address: Line3
| FLDCRDADDRESS3
|
|cards
|ADDRESS3
|-
|Address: City
|FLDCRDCITY
|
|cards
|CITY
|-
|Address: State
|FLDCRDCOUNTRY
|
|cards
|COUNTRY
|-
|Address: Country
|FLDCRDSTATE
|
|cards
|STATE
|-
|Address: Zip
|FLDCRDZIP
|
|cards
|ZIP
|-
|Creation Date
|FLDCRDCREATEDATE
|Any date format, such as DD/MM/YYYY
|cards
|CREATEDATE
|-
|Created by User
|FLDCRDCREATEUSERID
|Foreign Software Name which created the account
|cards
|CREATEUSERID
|-
|Dear
|FLDCRDDEAR
|
|cards
|DEAR
|-
|Department
|FLDCRDDEPARTMENT
|
|cards
|DEPARTMENT
|-
|Documents Store Directory
|FLDCRDDOCSFOLDER
|
|cards
|DOCSFOLDER
|-
|E-Mail Address 1
|FLDCRDEMAIL1
|
|cards
|EMAIL1
|-
|E-Mail Address 2
|FLDCRDEMAIL2
|
|cards
|EMAIL2
|-
|Account Type
|FLDCRDENTITYKIND
|When adding a Main Account = 1 When adding a secondary contact = 5 When adding a Employee Account = 4
|cards
|ENTITYKIND
|-
|Fax Number
|FLDCRDFAX1
|
|cards
|FAX1
|-
|Fax Number Extension
|FLDCRDFAXDESC1
|
|cards
|FAXDESC1
|-
|File as
|FLDCRDFULLNAME
|
|cards
|FULLNAME
|-
|Type
|FLDCRDKIND
|
|cards
|KIND
|-
|Last Name
|FLDCRDLASTNAME
|
|cards
|LASTNAME
|-
|Notes
|FLDCRDNOTES
|
|cards
|NOTES
|-
|Field
|FLDCRDPERSONID
|
|cards
|PERSONID
|-
|Phone 1 Ext.
|FLDCRDPHNDESC1
|
|cards
|PHNDESC1
|-
|Phone 2 Ext.
|FLDCRDPHNDESC2
|
|cards
|PHNDESC2
|-
|Phone 3 Ext.
|FLDCRDPHNDESC3
|
|cards
|PHNDESC3
|-
|Phone 4 Ext.
|FLDCRDPHNDESC4
|
|cards
|PHNDESC4
|-
|Phone 1
|FLDCRDPHONE1
|
|cards
|PHONE1
|-
|Phone 2
|FLDCRDPHONE2
|
|cards
|PHONE2
|-
|Phone 3
|FLDCRDPHONE3
|
|cards
|PHONE3
|-
|Phone 4
|FLDCRDPHONE4
|
|cards
|PHONE4
|-
|Region
|FLDCRDREGIONCODE
|
|cards
|REGIONCODE
|-
|Popup Message: Display Indication
|FLDCRDSHOWMESSAGE
|
|cards
|SHOWMESSAGE
|-
|Sub-Contact Code
|FLDCRDSUBCODE
|
|cards
|SUBCODE
|-
|Salutation
|FLDCRDSUFFIX
|
|cards
|SUFFIX
|-
|Tax1
|FLDCRDTAXCODE1
|Tax1 & 2 use a reference in the cards table and actual taxcodes are in the Taxes table
|cards, Taxes
|cards.TAXCODES, Taxes.TAXNUM
|-
|Tax2
|FLDCRDTAXCODE2
|
|cards, Taxes
|cards.TAXCODES, Taxes.TAXNUM
|-
|Title
|FLDCRDTITLE
|
|cards
|TITLE
|-
|Last Updated by
|FLDCRDUPDATEUSERID
|When performing updates on existing Account - pass the Foreign Software Name which performs the update.
|cards
|UPDATEUSERID
|-
|Web Address 1
|FLDCRDURL1
|
|cards
|URL1
|-
|Web Address 2
|FLDCRDURL2
|
|cards
|URL2
|-
|Status
|FLDCRDUSER1
|
|cards
|USER1
|-
|Field1
|FLDCRDUSER2
|
|cards
|USER2
|-
|Field2
|FLDCRDUSER3
|
|cards
|USER3
|-
|Field3
|FLDCRDUSER4
|
|cards
|USER4
|-
|Field4
|FLDCRDUSER5
|
|cards
|USER5
|}

===Ticket Fields===

The table below lists the most important Ticket parameters and behavior:

{| class="wikitable"
|-
! '''Field Name'''
! '''API Field Name'''
! '''Comment'''
! '''Physical DB Tables'''
! '''Physical DB Fields'''
|-
| Account REC ID
| FLDTKTCARDID
|The Account record ID (20 chars). The Account Rec ID can be taken from:
#Account Notes tab, at the bottom by rightclicking the REC ID field and selecting Copy
#Data Retrieval API to pull information from the database
#The automated email response when adding a cnew Account with the API
| tickets
| CARDID
|-
| Contact REC ID
| FLDTKTCONTACTID
|The Contact for this Account. If not provided, the main Contact for the Account is taken.
| tickets
| CONTACTID
|-
| Contract REC ID
| FLDTKTBCRECID
|The Contract ID. If not supplied, will be taken from the Account's default contract.
| tickets
| RECID
|-
| Emp. REC ID
| FLDTKTWORKERID
|The worker ID to be linked to the Ticket. Must be an active employee. This is an optional parameter. If not passed, the system default will be used.
| tickets
| WORKERID
|-
| Priority
| FLDTKTPRIORITY
| The ticket priority. If not passed in the transaction, the default value for new Tickets will be used.
Immediate = 10 High = 20 Normal = 30 Low = 40 Not Applicable= 50
| tickets
| PRIORITY
|-
| Ticket Number
| FLDTKTTICKETNO
| The Ticket number. If passed, must be an existing Ticket, and this will update the Ticket with the details in the transaction.
| tickets
| TICKETNO
|-
|Description
|FLDTKTPROBLEM
|This is the Ticket Description. This is a mandatory field, which must contain text.
| tickets
| PROBLEM
|-
|Ticket Type
|FLDTKTKIND
|Ticket Type (optional). The Ticket Type string should be passed. If not provided, default is used.
| tickets
| KIND
|-
|Source
|FLDTKTSOURCE
|
| tickets
| SOURCE
|-
|Estimated Duration Time
|FLDTKTSCHEDLENESTIM
|Estimated duration time for the Ticket in minutes.
| tickets
| SCHEDLENESTIM
|-
|Show Ticket in Dispatcher
|FLDTKTFORDISPATCH
|Possible values: Yes/No
| tickets
| FORDISPATCH
|-
|Status
|FLDTKTSTATUS
|The Ticket Status (optional). 
Possible values: 
New = 100 
Pending = 200 
Scheduled = 300 
In-House Service = 400 
On-Site Service = 500 
Laboratory Service = 600 
Hold = 700 
Other = 800 
Canceled = 900 
Completed = 1000
| tickets
| STATUS
|-
|Created by User
|FLDTKTCREATEUSER
|Should contain the external software name which created the Ticket
| tickets
| CREATEUSER
|-
|Due Date
|FLDTKTDUEDATETIME
|Due date for the Ticket.
Should be passed in date/time format. e.g. MM/DD/YYYY HH:MM AM/PM 
Example: 
09/14/2010 03:24 PM
| tickets
| DUEDATETIME
|-
|Resolution
|FLDTKTSOLUTION
|Ticket resolution text
| tickets
| SOLUTION
|}

===Charge Fields===
The table below lists the most important Charge parameters and behavior.

Contract-price Charges have some special characteristics (see comments marked by * in
the table below):

{| class="wikitable"
|-
! '''Field Name'''
! '''API Field Name'''
! '''Comment'''
! '''Physical DB Tables'''
! '''Physical DB Fields'''
|-
| Record ID
| FLDSLPRECID
|The Charge record ID. If provided, the existing Charge will be updated. Otherwise, this will be
added as a new Charge.
| slips
| RECID
|-
| Charge Source
| FLDSLPSOURCERECID
|The Charge source is the entity for which the charge is created. 
Possible values:
*Linked Contract RecID (for Contract-price Charges). Cannot be the "System Global Contract".
**Passing the Contract RecID indicates that this is a Contract-price charge.
*Entity RecID from which the charge is created (for example when creating a charge from an Appointment or Task).
| slips
| SOURCERECID
|-
| Account REC ID
| FLDSLPCARDID
|The Account record ID (20 chars). The Account REC ID can be taken from:
#Account Notes tab, at the bottom by rightclicking the REC ID field and selecting Copy
#Data Retrieval API to pull information from the database
#The automated email response when adding a new Account with the API
| slips
| CARDID
|-
| Employee REC ID
| FLDSLPWORKERID
| The worker record ID to be linked to the Charge. Must be an active employee. This is an optional parameter. If not passed, the system default will be used.
| slips
| WORKERID
|-
| Charged Item
| FLDSLPITEMID
| The Item Record ID to be linked to the Charge. This is a mandatory field.
*For Contract-price Charge can be only Fixed-Price, Unit-based Item.
| slips
| ITEMID
|-
| Contract REC ID
| FLDSLPBCRECID
| The contract record ID (must be a Contract of the Account)
| slips
| BCRECID
|-
|Ticket REC ID
|FLDSLPTICKETID
|The Ticket ID to be linked to the Charge.
*Not relevant for Contract-price Charge
| slips
| TICKETID
|-
|Date
|FLDSLPSLIPDATE
|The date for the Charge. This is an optional parameter. If not provided, the current date will
be used. Should be passed in date format. e.g. MM/DD/YYYY
| slips
| SLIPDATE
|-
|Description
|FLDSLPDESC
|The Charge Description. If not provided, will be taken from the Item's description.
| slips
| DESCRIPTION
|-
|Units/Hours
|FLDSLPQUANTITY
|This is the quantity of hours/units
| slips
| QUANTITY
|-
|Adjust Amount
|FLDSLPADJUSTAMOUNT
|Discount/Markup amount. Positive number means Markup, negative number means Discount.
| slips
| ADJUSTAMOUNT
|-
|Adjust Percent
|FLDSLPADJUSTPERCENT
|Discount/Markup in percentage, must be between (-100) - 100. Positive number means Markup, negative number means Discount.
| slips
| ADJUSTPERCENT
|-
|From Time
|FLDSLPSTARTTIME
|From time for labor Charges e.g. 12:06
*Not relevant for Contract-price Charge
| slips
| FROMTIME
|-
|To Time
|FLDSLPENDTIME
|From time for labor Charges e.g. 14:50
* Not relevant for Contract-price Charge
| slips
| TOTIME
|-
|Price/Rate
|FLDSLPPRICE
|If not provided, the price is taken from the Item.
| slips
| PRICE
|-
| Billable
| FLDSLPBILLKIND
| B - Billable 
N - Not Billable 
If not provided, will be set according to the Contract type.
| slips
| BILLKIND
|-
| Billed
| FLDSLPSTAGE
| D - Draft
B - Billed
| slips
| STAGE
|-
| Field1
| FLDSLPUSER1
| User defined field
| slips
| USER1
|-
| Create User
| FLDSLPCREATEUSER
| External software name which created the Charge
| slips
| CREATEUSER
|}

===Item Fields===

The table below lists the most important Item parameters and behavior:

{| class="wikitable"
|-
! '''Field Name'''
! '''API Field Name'''
! '''Comment'''
! '''Physical DB Tables'''
! '''Physical DB Fields'''
|-
| Record ID
| FLDITMRECID
|The Item record ID. If provided, the existing item will be updated. Otherwise, this will be added as a new item.
| Items
| RECID
|-
| Item Group
| FLDITMITEMTYPEGROUP
|The Item Group to be linked to the Charge. This is a mandatory field: 
F - Labor (Fee) 
X - Expense 
P - Part
| Items
| ITEMTYPEGROUP
|-
| Item Code
| FLDITMITEMNO
|The item code is a mandatory field
| Items
| ITEMNO
|-
| Item Name
| FLDITMNAME
| The item name is a mandatory field
| Items
| NAME
|-
| Price Source
| FLDITMPRICESOURCE
| F - Fixed Price 
W - by Employee Rate
| Items
|
|-
| Price per Hour/Unit
| FLDITMUNITISHOUR
| This field indicated whether the price is unitbased or hours-based. 
Y - by Hours 
N - by Units 
This is an optional field, depending on the Item Group. For example, if the item group is Labor, and Price Source is By Employee, the value will always be by hours
| Items
| UNITISHOUR
|-
|Price
|FLDITMUNITPRICE
|Must be a valid numeric value
| Items
| UNITPRICE
|-
|Cost
|FLDITMSTANDARDCOST
|The date for the Charge. This is an optional parameter. If not provided, the current date will
be used. Should be passed in date format. e.g. MM/DD/YYYY
| Items
| STANDARDCOST
|-
|Taxes
|FLDITMTAXCODE1 
FLDITMTAXCODE2 
FLDITMTAXCODE3
|You can pass up to 3 different tax codes.
| Items, Taxes
| Items.TAXCODES, Taxes.TAXNUM
|-
|Description by Name
|FLDITMDESCBYNAME
|Y - take the description from the name field 
N - take the description from the Description field
| Items
| DESCBYNAME
|-
|Description
|FLDITMDESC
|If not provided, the description is taken from the name.
| Items
| DESCRIPTION
|-
|Suspend
|FLDITMSUSPENDED
|Indicated whether this item is currently suspended: 
Y - yes 
N - no
| Items
| SUSPENDED
|-
|Notes
|FLDITMNOTES
|
| Items
| NOTES
|-
|Field1
|FLDITMUSER1
|User defined field
| Items
| USER1
|-
|Create User
|FLDITMCREATEUSER
|External software name which created the Charge
| Items
|
|-
| Created by User
| FLDTKTCREATEUSER
| Should contain the external software name which created the Ticket
| Items
| CREATEUSER
|}

===History Note Fields===
The table below lists the most important History Note parameters and behavior:

{| class="wikitable"
|-
! '''Field Name'''
! '''API Field Name'''
! '''Comment'''
! '''Physical DB Tables'''
! '''Physical DB Fields'''
|-
| Record ID
| FLDHISRECID
|The History Note record ID. If provided, the existing History Note will be updated. otherwise, this will be added as a new History Note.
| NoteBook
| RECID
|-
| Date
| FLDHISNOTEDATETIME
|Any date format, such as DD/MM/YYYY
| NoteBook
| NOTEDATETIME
|-
| Description
| FLDHISDESCRIPTION
| The Description text
| NoteBook
| DESCRIPTION
|-
| Opportunity/Ticket/Contract
| FLDHISLINKRECID
| Link to Opportunity or Ticket or Contract
| NoteBook
| LINKRECID
|-
| Field
| FLDHISUSER1
| User defined field
| NoteBook
| USER1
|-
| About
| FLDHISKIND
| Optional field
| NoteBook
| KIND
|-
|Employee
|FLDHISWORKERID
|The employee ID to be linked to the History Note. This is a mandatory parameter and must contain an ID of an active employee.
| NoteBook
| WORKERID
|-
|Account
|FLDHISCARDID
|The Account record ID (20 chars). The Account Rec ID can be taken from:
#Account Notes tab, at the bottom, right-click the REC ID field and use Copy. e.g. CRDVQYSOD1B4U4HZIQJJ
#Using Data Retrieval API to pull information from the database
#From the Email Response when adding new Account with the API
| NoteBook
| CARDID
|-
|Contact
|FLDHISCONTACTID
|The Contact for this Account. If not provided, the main Contact for the Account is taken.
| NoteBook
| CONTACTID
|-
|Document
|FLDHISDOCID
|Linked Document ID, can be taken from the Document Properties window (right-click RecID and use Copy), or using the Data Retrieval API to pull information from the database.
| NoteBook
| DOCID
|-
|Created by User
|FLDHISCREATEUSER
|Name of the external software which created this History Note
| NoteBook
| CREATEUSER
|}

===Asset Fields===
The table below lists the most important Asset parameters and behavior:

{| class="wikitable"
|-
! '''Field Name'''
! '''API Field Name'''
! '''Comment'''
! '''Physical DB Tables'''
! '''Physical DB Fields'''
|-
| Asset Code
| FLDASTASSETCODE
|If an existing Asset Code is provided, then existing Asset is updated. Otherwise a new Asset is added.
| assets
| ASSETCODE
|-
| Asset Type
| FLDASTASSETTYPE
|The Type field is mandatory: 
Hardware = H 
Software = S 
Other = T
| assets
| ASSETTYPE
|-
| Asset Name
| FLDASTNAME
|
| assets
| NAME
|-
| Status
| FLDASTSTATUS
| Mandatory field. 
Active = A 
Not Active = N 
If not provided, default Active is used.
| assets
| STATUS
|-
| Record ID
| FLDASTRECID
| If provided, must exist in the database. Ignored if empty
| assets
| RECID
|-
| Serial No.
| FLDASTSERIALNO
|
| assets
| SERIALNO
|-
|Account
|FLDASTACCRECID
|The Account which is linked to the Asset
| assets
| ACCOUNTRECID
|-
|Contact
|FLDASTCONTACTRECID
|The Contact for this Account. If not provided, the main Contact for the Account is taken.
| assets
| CONTACTRECID
|-
|Created by user
|FLDASTCREATEUSER
|Name of external software which created this Asset
| assets
| CREATEUSER
|-
|Purchase Date
|FLDASTCUSTPURDATE
|Any date format, such as DD/MM/YYYY
| assets
| CUSTPURCHASEDATE
|-
|Purchased From Us
|FLDASTCUSTPURFROMUS
|Possible values: Y/N. 
If not provided, default value Y is used.
| assets
| CUSTPURCHASEDFROMUS
|-
| Purchase Invoice #
| FLDASTCUSTPUROURINV
|
| assets
| CUSTPURCHASEDOURINV
|-
| Customer PO
| FLDASTCUSTPURPO
|
| assets
| CUSTPURCHASEPO
|-
| Purchase Price
| FLDASTCUSTPURPRICE
|
| assets
| CUSTPURCHASEPRICE
|-
| Delivered Date
| FLDASTDELIVEDATE
|
| assets
| DELIVERDATE
|-
| Description
| FLDASTDESC
|
| assets
| DESCRIPTION
|-
| Installed By
| FLDASTINSTALBY
|
| assets
| INSTALLEDBY
|-
| Installed Date
| FLDASTINSTALDATE
|
| assets
| INSTALLEDDATE
|-
| License Codes
| FLDASTLICENSECODE
|
| assets
| LICENSECODE
|-
| License Keys
| FLDASTLICENSEKEYS
|
| assets
| LICENSEKEYS
|-
| License Notes
| FLDASTLICENSENOTES
|
| assets
| LICENSENOTES
|-
| Location
| FLDASTLOCATION
|
| assets
| LOCATION
|-
| Manufacturer
| FLDASTMANUFACTURER
|
| assets
| MANUFACTURER
|-
| Mnf Serial No.
| FLDASTMNFSERIALNO
|
| assets
| MNFSERIALNO
|-
| Model
| FLDASTMODEL
|
| assets
| MODEL
|-
| Notes
| FLDASTNOTES
|
| assets
| NOTES
|-
| Quantity
| FLDASTQUANTITY
| If not provided, default value of 1 is used.
| assets
| QUANTITY
|-
| Last Update By
| FLDASTUPDATEUSER
| Name of externals software which performed the update
| assets
| UPDATEUSER
|-
| Field1
| FLDASTUSER1
| User defined field
| assets
| USER1
|-
| Field2
| FLDASTUSER2
| User defined field
| assets
| USER2
|-
| Field3
| FLDASTUSER3
| User defined field
| assets
| USER3
|-
| Field4
| FLDASTUSER4
| User defined field
| assets
| USER4
|-
| Field5
| FLDASTUSER5
| User defined field
| assets
| USER5
|-
| Date1
| FLDASTUSERDATE1
| User defined field
| assets
| USERDATE1
|-
| Number1
| FLDASTUSERNUMBER1
| User defined field
| assets
| USERNUMBER1
|-
| Vendor Purchased Date
| FLDASTVENDORDATEPURC
|
| assets
| VENDORDATEPURCHASED
|-
| Vendor Invoice #
| FLDASTVENDORINVNO
|
| assets
| VENDORINVOICENO
|-
| Vendor PO
| FLDASTVENDOROURPO
|
| assets
| VENDOROURPO
|-
| Vendor Price
| FLDASTVENDORPRICE
|
| assets
| VENDORPRICE
|-
| Vendor
| FLDASTVENDORRECID
|
| assets
| VENDORRECID
|-
| Vendor Serial No.
| FLDASTVENDORSERNO
|
| assets
| VENDORSERIALNO
|-
| Vendor Warranty Exp. Date
| FLDASTVENDORWARREXP
| Any date format, such as DD/MM/YYYY
| assets
| VENDORWARRANTYEXP
|-
| Version
| FLDASTVERSION
|
| assets
| VERSION
|-
| Warranty/License Exp.
| FLDASTWARREXPDATE
| Any date format, such as DD/MM/YYYY
| assets
| WARRANTYEXPDATE
|-
| Date
|
|
|
|
|}

===Calendar Fields===
The table below lists the most important Calendar parameters and behavior:

{| class="wikitable"
|-
! '''Field Name'''
! '''API Field Name'''
! '''Comment'''
! '''Physical DB Tables'''
! '''Physical DB Fields'''
|-
| Record ID
| FLDEVTRECID
|The Appointment/Task record ID. If provided, the existing entity will be updated. Otherwise, this
will be added as a new Appointment/Task.
| Events
| RECID
|-
| Event Type
| FLDEVTWRITETOID
|The Event type is a mandatory field. 
Appointment = 1 
Task = 2
| Events
| WRITE_TO_ID
|-
| Employee
| FLDEVTWORKERID
| The Task/Appointment owner (for private events)
| Events
| WORKER_ID
|-
| Private: User
| FLDEVTPRIVATEID
| If an Employee was set, this field contain the same REC ID as the Employee field (FLDEVTWORKERID). 
| Events
| PRIVATE_ID
|-
| Account
| FLDEVTCARDID
| The Account record ID (20 chars). The Account REC ID can be taken from:
#Account Notes tab, at the bottom by rightclicking
the REC ID field and selecting Copy
#Data Retrieval API to pull information from the database
#The automated email response when adding a
new Account with the API
| Events
| CARD_ID
|-
| Contact
| FLDEVTCONTACTID
| The Contact for this Account. If not provided, the main Contact for the Account is taken.
| Events
| CONTACTID
|-
|Document
|FLDEVTDOCID
|Linked Document ID, can be taken from the Document Properties window (right-click RecID and use Copy), or using the Data Retrieval API to pull information from the database.
| Events
| DOCID
|-
|Done Indication
|FLDEVTDONE
|Possible values: Y/N
| Events
| DONE
|-
|Date
|FLDEVTEVENTDATE
|The Appointment/Task date is a mandatory field of Any date format, such as DD/MM/YYYY. If not
provided, the current date will be used.
| Events
| EVENT_DATE
|-
|Description
|FLDEVTFREETEXT
|
| Events
| FREE_TEXT
|-
|Time: Start
|FLDEVTFROMTIME
|Mandatory field
| Events
| FROM_TIME
|-
| Time: End
| FLDEVTTOTIME
| Relevant only for Appointments. If this parameter is not provided, 30 min. interval from Start Time is used.
| Events
| TO_TIME
|-
| Opportunity/Ticket
| FLDEVTLINKRECID
| Linked Ticket/Opportunity/Contract/Asset
| Events
| LINKRECID
|-
| Field1
| FLDEVTFAMILY
| User Defined field
| Events
| FAMILY
|-
| Field2
| FLDEVTACTION
| User Defined field
| Events
| ACTION
|-
| Field3
| FLDEVTPLACE
| User Defined field
| Events
| PLACE
|-
| Field4
| FLDEVTPLACE1
| User Defined field
| Events
| PLACE1
|-
| Field5
| FLDEVTPLACE2
| User Defined field
| Events
| PLACE2
|-
| Created by User
| FLDEVTCREATEUSERID
| Name of external software which created the event
| Events
| CREATEUSERID
|-
| Last Update: By User
| FLDEVTUPDATEUSER
| Name of external software which updated the
event
| Events
| UPDATE_USER
|}

===Opportunity Fields===
The table below lists the most important Opportunity parameters and behavior:

{| class="wikitable"
|-
! '''Field Name'''
! '''API Field Name'''
! '''Comment'''
! '''Physical DB Tables'''
! '''Physical DB Fields'''
|-
| Record ID
| FLDOPPRECID
| The Opportunity record ID. If provided, the existing Opportunity will be updated. Otherwise, this will be added as a new Opportunity.
| Opps
| RECID
|-
| Opportunity Name
| FLDOPPNAME
| Mandatory field.
| Opps
| NAME
|-
| Opportunity ID
| FLDOPPUSERID
| Optional (Oppty ID)
| Opps
| USERID
|-
| Account
| FLDOPPCARDID
| The Account record ID (20 chars). The Account REC ID can be taken from:
#Account Notes tab, at the bottom by right-clicking the REC ID field and selecting Copy
#Data Retrieval API to pull information from the database
#The automated email response when adding a new Account with the API
| Opps
| CARDID
|-
| Contact
| FLDOPPCONTACTID
| The Contact for this Account. If not provided, the main Contact for the Account is taken.
| Opps
| CONTACTID
|-
| Source
| FLDOPPSOURCE
|
| Opps
| SOURCE
|-
|Close Date
|FLDOPPCLOSEDATE
|
| Opps
| CLOSEDATE
|-
|Manager
|FLDOPPWORKERID
|The Manager's REC ID
| Opps
| WORKERID
|-
|Open Date
|FLDOPPOPENDATE
|
| Opps
| OPENDATE
|-
| Close By Date
| FLDOPPESTDATE
| Opportunity must be closed by this date
| Opps
| ESTDATE
|-
| Amount
| FLDOPPAMOUNT
|
| Opps
| AMOUNT
|-
| Probability %
| FLDOPPPROBABILITY
|
| Opps
| PROBABILITY
|-
| Stage
| FLDOPPSTAGE
|
| Opps
| STAGE
|-
| Status
| FLDOPPSTATUS
|
| Opps
| STATUS
|-
| Closing Amount
| FLDOPPCLOSEAMOUNT
|
| Opps
| CLOSEAMOUNT
|-
| Description
| FLDOPPDESCRIPTION
|
| Opps
| DESCRIPTION
|-
| Opportunity Type
| FLDOPPKIND
|
| Opps
| KIND
|-
| Opportunity Reason
| FLDOPPREASON
|
| Opps
| REASON
|-
| Note
| FLDOPPNOTES
|
| Opps
| NOTES
|-
| Territory
| FLDOPPREGION
|
| Opps
| REGION
|-
| Field1
| FLDOPTFAMILY
| User Defined field
| Opps
| USER1
|-
| Field2
| FLDOPTACTION
| User Defined field
| Opps
| USER2
|-
| Field3
| FLDOPTPLACE
| User Defined field
| Opps
| USER3
|-
| Created by User
| FLDOPTCREATEUSERID
| Name of external software which created the event
| Opps
| CREATEUSER
|-
| Last Update: By User
| FLDOPTUPDATEUSER
| Name of external software which updated the event
| Opps
| UPDATEUSER
|}

===Document Fields===
The table below lists the Document parameters and behavior:

{| class="wikitable"
|-
! '''Field Name'''
! '''API Field Name'''
! '''Comment'''
! '''Physical DB Tables'''
! '''Physical DB Fields'''
|-
| Record ID
| FLDDOCRECID
| The Document record ID. If provided, the existing Document will be updated. Otherwise, this will be added as a new Document.
| docs
| RECID
|-
| Document Date
| FLDDOCDOCDATE
| The date for the Document. This is an optional parameter. If not provided, or if the value is illegal, the current date will be used. Should be passed in date format. e.g. MM/DD/YYYY
| docs
| DOC_DATE
|-
| Subject
| FLDDOCDOCUMENTDESC
|
| docs
| DOCUMENT_DESC
|-
| Linked Record
| FLDDOCLINKRECID
| The RECID of a linked object. Each Document can be linked to one of the following objects:
*Ticket
*Contract
*Opportunity
*Knowledge Base Article
*Asset
The Record ID (20 chars) can be taken from:
#Object's Notes tab, at the bottom by right-clicking the REC ID field and selecting Copy
#Data Retrieval API to pull information from the database
#The automated email response when adding a new object with the API.
| docs
| LINKRECID
|-
| Account Rec ID
| FLDDOCCARDID
| The Account record ID (20 chars). The Account REC ID can be taken from:
#Account Notes tab, at the bottom by right-clicking the REC ID field and selecting Copy
#Data Retrieval API to pull information from the database
#The automated email response when adding a new Account with the API
| docs
| CARD_ID
|-
| Contact REC ID
| FLDDOCCONTACTID
| The Contact for this Account. If not provided, the main Contact for the Account is taken.
| docs
| CONTACTID
|-
|Field1
|FLDDOCTRANSPORT
|User Defined field
| docs
| TRANSPORT_ID
|-
|Field2
|FLDDOCFOLDER
|User Defined field
| docs
| FOLDER_ID
|-
|Field3
|FLDDOCUMENTPLACE
|User Defined field
| docs
| DOCUMENT_PLACE
|-
|File Path + File name
|FLDDOCDOCUMENTNAME
|The Document path
| docs
| DOCUMENT_NAME
|-
|Category
|FLDDOCTREEID
|The category record ID should be taken from the database table called TreeTbl which contains the Category tree
| TreeTbl
| TREE_ID
|-
| Employee REC ID
| FLDDOCWORKERID
| The worker record ID to be linked to the Document. Must be an active employee.
| docs
| WORKER_ID
|-
| Created by User
| FLDDOCCREATEUSER
| Name of external software which created the document
| docs
| CREATE_USERNAME
|-
| Last Update: By User
| FLDDOCUPDATEUSER
| Name of external software which updated the document
| docs
| UPDATE_USERNAME
|}

===Knowledge Base Article Fields===
The table below lists the Knowledge Base Article parameters and behavior:

{| class="wikitable"
|-
! '''Field Name'''
! '''API Field Name'''
! '''Comment'''
! '''Physical DB Tables'''
! '''Physical DB Fields'''
|-
| Record ID
| FLDKBARECID
| The Article record ID. If provided, the existing Article will be updated. Otherwise, this will be added as a new Article.
| KBArticles
| RECID
|-
| Document Date
| FLDKBACREATEDATE
| The date for the Document. This is an optional parameter. If not provided, or if the value is illegal, the current date will be used. Should be passed in date format. e.g. MM/DD/YYYY
| KBArticles
| CREATEDATE
|-
| Title
| FLDKBATITLE
|
| KBArticles
| TITLE
|-
| Problem
| FLDKBAPROBLEM
|
| KBArticles
| PROBLEM
|-
| Solution
| FLDKBASOLUTION
|
| KBArticles
| SOLUTION
|-
| Status
| FLDKBASTATUS
| Possible values:
*DRAFT = 'D'
*PUBLISHED = 'P'
*OBSOLETE = 'O'
| KBArticles
| STATUS
|-
|Category
|FLDKBACATEGORY
|
| KBArticles
| CATEGORY
|-
|Public
|FLDKBAISPUBLIC
|Is the Document public. 
Possible values: 
*'Y' = Yes
*'N' = No
| KBArticles
| ISPUBLIC
|-
|Created by User
|FLDKBACREATEUSER
|Name of external software which created the document
| KBArticles
| CREATEUSER
|-
|Last Update: By User
|FLDKBAUPDATEUSER
|Name of external software which updated the document
| KBArticles
| UPDATEUSER
|}

===Error Codes Description===
These error codes are returned when calling the CmtGetDescriptionByStatus function: 
1001 Invalid value for this Data Kind. 
1002 Invalid DATA buffer received. Make sure you have allocated the buffer correctly and that you have passed the correct buffer length 
1003 Invalid MAP buffer received. Make sure you have allocated the buffer correctly and that you have passed the correct buffer length. 
1004 Invalid RECID buffer received. Make sure you have allocated the buffer correctly and that you have passed the correct buffer length. 
1005 Invalid LOG buffer received. Make sure you've allocated the buffer correctly and that you've passed the correct buffer length 
1006 Invalid RECID buffer received. It should be at least 20 characters. 
1007 Invalid external software name received. Specify a unique name that identifies your software. 
1008 Cannot process the transaction. Make sure to call the INIT procedure at least once prior to sending transactions for processing. 
1009 Path specified for CommitCRM DB folder not found. 
1010 Path specified for CommitCRM DB folder found, but its contents do not reflect a valid DB folder. 
1011 The RECID received for the employee/user was not found in CommitCRM, is invalid or is related to an inactive employee record. 
1013 Software name is missing. Make sure you specify a name that identifies your software. 
1014 Software name is less than 3 characters long. Make sure you specify your software name has 3 to 15 characters. 
1015 Software name is too long. Make sure your software name has 3 to 15 characters. 
1016 Invalid CODES buffer received. Make sure you've allocated the buffer correctly and that you've passed the correct buffer length 
1017 Invalid Record ID received. Record ID should consist of exactly 20 characters. 
1018 The Record ID (RECID) is missing. 
1019 Invalid RECID received. Its value cannot point to any entity in CommitCRM. 
1020 The size for the result buffer is too small. Increase its size and try again. 
1021 CmtDbQry.dll not found. 
1022 API calls cannot currently be processed due to periodic maintenance. Please try again in a few moments. 
1023 A newer API version was found. Please restart any applications that use the CommitCRM API and try again. 
1100 Database access error. 
1501 Cannot delete this type of record 
1502 This record cannot be deleted by a customer. 
2000 General Error Occurred 

These error codes are returned when calling the CommitCRMQueryDataRequest function: 
'''110001''' The application entity for the query (Subject) is missing. 
'''110002''' Invalid XML request. Couldn’t find the XML request name: CommitCRMQueryDataRequest 
'''110003''' Invalid value was requested for the record count. 
'''110004''' The size for the result buffer is too small. Increase its size and try again. 
'''110005''' The query filtering structure is invalid (should form an SQL-like query). 
'''110006''' This Code is not exists in CommitCRM 
'''110008''' Invalid application entity for the query (Subject) was received 
'''110019''' Additional records answer the query. Only the amount of records you requested was returned. 
'''110020''' This Code is not exists in CommitCRM 
'''110021''' Empty result set. No records were found for the query 

These error codes are returned when calling the CommitCRMxmlGetRecDataRequest function: 
'''150001''' Invalid XML received. Please verify that the XML structure is valid. 
'''150002''' Invalid field identifiers were received. 
'''150003''' No records in CommitCRM database match the received RECID 
'''150004''' The received XML version number is not supported. 
'''150005''' XML version number is missing. 
'''150006''' The received RECID does not point to an Appointment or Task record (it points to an internal place holder only). 
'''150007''' The received RECID does not point to a valid History record (it points to an internal place holder only). 
'''150008''' Invalid RECID received. Its value cannot point to any entity in CommitCRM. 
'''150009''' The received RECID points to object which is not supported by the API. 
'''150011''' Invalid XML request. Couldn’t find the XML request name: commitcrmxmlgetrecdatarequest 

General error codes, returned when calling the functions CmtGetDescriptionByCode: 
'''50000''' The data is not correct for its type. 
'''50001''' The field value has been truncated due to the field length in the database. 
'''50002''' The insert operation Failed because the REC ID already existed in the database. 
'''50003''' Failed to update Record since it is being updated by another user. 
'''50103''' Illegal REC ID. 
'''50104''' REC ID Creation failed. 
'''50105''' Illegal Sub-Contact REC ID. 
'''50106''' Illegal Contract REC ID. 
'''50107''' Illegal Employee REC ID. 
'''50108''' Illegal Ticket REC ID. 
'''50109''' Illegal Account REC ID. 
'''50110''' Illegal data for that Contract. 
'''50111''' This Employee is not active. 
'''50112''' Illegal Document REC ID. 
'''50113''' Illegal linked object REC ID. 
'''50114''' Employee not found. 
'''50115''' Some mandatory fields have no values. 
'''50116''' Invalid REC ID buffer received. It should be at least 20 characters. 
'''50117''' The Record ID (RECID) is missing. 
'''50118''' Invalid Record ID received. Record ID should consist of exactly 20 characters. 
'''50119''' Invalid RECID received. Its value cannot point to any entity in CommitCRM. 
'''50120''' Software name is missing. Make sure you specify a name that identifies your software. 
'''50121''' Software name is less than 3 characters long. Make sure your software name has 3 to 15 characters. 
'''50122''' Software name is too long. Make sure your software name has 3 to 15 characters. 
'''51000''' Illegal kind of Account entity. 
'''51001''' Account Manager not found. 
'''51002''' The REC ID of the Account Manager is illegal. 
'''51003''' Illegal tax code. 
'''51004''' This code does not exist in CommitCRM. 
'''52000''' Illegal kind of event. 
'''52001''' Illegal start time. 
'''52002''' Illegal end time. 
'''52003''' Illegal event date. 
'''52004''' The field Reminder1 has Illegal Value. 
'''52005''' The amount in the field has an illegal value. 
'''52006''' The Field Remider1:Units has Illegal Value. 
'''52007''' The Field Remider2:Active has Illegal Value. 
'''52008''' The Field Remider2:Amount has Illegal Value. 
'''52009''' The Field Remider2:Units has Illegal Value. 
'''52010''' Illegal employee REC ID. 
'''52011''' Error occurred while updating the Task/Appointment employee field. 
'''54000''' Illegal Ticket open date. 
'''54001''' Illegal Ticket close date. 
'''54002''' Illegal Ticket code area. 
'''54004''' Illegal Ticket priority. 
'''54005''' Illegal Ticket status. 
'''54006''' The Ticket Account was not found in the database. 
'''54007''' The Ticket Account Manager was not ound in the database. 
'''54008''' This code does not exist in CommitCRM. 
'''54009''' This code does not exist in CommitCRM. 
'''54010''' This code does not exist in CommitCRM. 
'''54011''' This code does not exist in CommitCRM. 
'''54012''' This code does not exist in CommitCRM. 
'''55000''' Illegal charge date. 
'''55001''' Illegal charge REC ID. 
'''55002''' Illegal start date. 
'''55003''' Illegal start time. 
'''55004''' Illegal amount entered for hours. 
'''55005''' Illegal quantity. 
'''55006''' Illegal price. 
'''55007''' Illegal total. 
'''55008''' Illegal value in the Adjust Amount field. 
'''55009''' Illegal value in the Adjust Percent. 
'''55010''' The Discount/Markup field has an illegal value. 
'''55011''' Illegal value in the Adjust Kind field. 
'''55012''' Illegal bill total. 
'''55013''' You can not create a charge for a suspended item. 
'''55014''' Item was not found in CommitCRM. 
'''55015''' This code does not exist in CommitCRM. 
'''55016''' This code does not exists in CommitCRM. 
'''55017''' This Code does not exist in CommitCRM. 
'''55018''' This Code does not exist in CommitCRM. 
'''55019''' This Code does not exist in CommitCRM. 
'''55020''' This Code does not exist in CommitCRM. 
'''55021''' This Code does not exist in CommitCRM. 
'''56000''' Illegal item code. 
'''56001''' The field that indicates the item group type has an illegal value. 
'''56002''' The field that indicates if the Item is suspended has an illegal value. 
'''56003''' Illegal value of The field that indicate if the item is suspended. 
'''56004''' Mismatch found between the fields price and price source. 
'''56005''' Illegal cost. 
'''56006''' Mismatch found between the fields cost and item group type. 
'''56007''' The field that indicates if the charge is by unit or by hours has an illegal value. 
'''56008''' Illegal value in the Description. 
'''56009''' The field that indicates the item type has an illegal value. 
'''57000''' This Code does not exist in CommitCRM. 
'''58000''' Illegal date time. 
'''58001''' The Description field was not found. 
'''58002''' The field kind was not found. 
'''58003''' The Account member was not found. 
'''59000''' This code does not exists in CommitCRM. 
'''59001''' This Code does not exist in CommitCRM. 
'''59002''' This Code does not exist in CommitCRM. 
'''59003''' This Code does not exist in CommitCRM. 
'''59004''' This Code does not exist in CommitCRM. 
'''59005''' This Code does not exist in CommitCRM. 
'''60000''' Invalid web user record ID number. 
'''60001''' This customer web user is not active. 
'''60002''' This user is not a customer. 

==See Also==
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]
*[[API Code Samples]]
[[Category:User Manuals]]
[[Category:Integration]]

Switching to QuickBooks Online from QuickBooks Desktop

2015-12-15T10:57:04Z

Sheli:

Switching to QuickBooks Online from QuickBooks Desktop

2015-12-15T10:41:38Z

Sheli: /* Accounts */

This guide explains the steps required to switch from integrating CommitCRM with QuickBooks Desktop to integrating with QuickBooks Online.

IMPORTANT NOTE: QuickBooks Online internals are entirely different than the desktop edition and when migrating your QuickBooks Desktop data to QuickBooks Online all internal identifiers of customer and item records are changed.
This means that you '''must re-link''' your CommitCRM Accounts to QuickBooks Online Customers and CommitCRM Items to QuickBooks Online Items.
Do '''not''' import customers and items from QuickBooks Online before linking existing records first, otherwise duplicate records will be created.

__TOC__

==Installation Instructions==
To connect to your '''QuickBooks Online''' company please follow [[QuickBooks_Online_Link_Configuration_Instructions|QuickBooks Online Link Configuration Instructions]].
We strongly recommend to '''backup''' CommitCRM data before configuring the QuickBooks Online Link.
You should backup <server>\CommitCRM\DB folder including all files while no one is using CommitCRM.

==Accounts==
===Link Account To QuickBooks Online Customer/Job/Vendor Record===
This option lets you to link between an existing Account record in CommitCRM and an existing record in QuickBooks Online.

This option is very useful when the same customer already exists in CommitCRM and also exists in QuickBooks Online. It tells the system that both these records are actually the same and there should be a link between them when synchronizing data. Also, when generating QuickBooks Online invoices from CommitCRM the link tells CommitCRM to which customer to link the invoice to.

To link between an existing Account record in CommitCRM and an existing Customer/Job/Vendor in QuickBooks Online, go to the Accounts window and select '''''Link Account To QuickBooks Customer/Job/Vendor Record''''' on the QuickBooks drop down toolbar mhttps://www.commitcrm.com/wiki/Switching_to_QuickBooks_Online_from_QuickBooks_Desktopenu.

[[File:commitcrm_link account_to_quickbooks_online_record.png|center]]

The QuickBooks Customer/Job Selection dialog box will appear:

[[File:commitcrm_quickbooks_online_customer_selection_window.png|center]]

Type the name of the QuickBooks Customer/Job/Vendor in the Name field in QuickBooks, and click Find. The relevant records in QuickBooks will be displayed. Select the record that matches the record in CommitCRM and click OK.

===Create New Record in QuickBooks Online Based on CommitCRM Account===
This option allows you to create a new Customer/Vendor in QuickBooks Online based on the existing Account in CommitCRM, instead of retyping all the information again in QuickBooks. It also creates a link between the record in CommitCRM and the newly created corresponding record in QuickBooks.

This option is useful when a new Account record was created in CommitCRM and you want to add it to QuickBooks, without having to type the Account details again in QuickBooks Online.

To create a new Customer/Vendor in QuickBooks Online based on an existing CommitCRM Account, select the relevant record in the Accounts window in CommitCRM and then select '''''Create New Record in QuickBooks Based on CommitCRM Account''''' in the QuickBooks menu.

[[File:commitcrm_new_record_in_quickbooks_online_based_on_account.png|center]]

The Account record will now be transferred to QuickBooks Online as a Customer/Vendor. You can open QuickBooks Online and view the newly created record.

[[File:commitcrm_new_customer_in_quickbooks_online.png|center]]

==Items==

===Link Item To QuickBooks Onlince Products/Services ===
You can create a link between an existing Item in CommitCRM with an existing Item in QuickBooks Online. This option is useful when the same Item already exists in both CommitCRM and QuickBooks Online. The linking function tells the system that these records are the same Item and they should e synchronized with each other.

To link between an existing Item record in CommitCRM and an existing Item in QuickBooks Online, select '''''Link Item To QuickBooks Item''''' on the QuickBooks drop down toolbar menu.

[[File:commitcrm_link_item_to_quickbooks_online_record.png|center]]

The QuickBooks Online Item Selection window will appear:

[[File:commitcrm_quickbooks_online_item_selection_window.png|center]]

Type the name of the Item in the Name field in QuickBooks Online, and click ''Find''. The relevant Items in QuickBooks Online will be displayed. Select the Item that matches the Item in CommitCRM and click OK. Done! You have created the link between the two records. Updates in CommitCRM to this Item can now be synchronized with to QuickBooks Online, and vice versa.

===Create New Item In QuickBooks Online Based on CommitCRM Item===
This option enables you to create a new Item in QuickBooks Online based on an existing Item in CommitCRM. It also creates a link between the record in CommitCRM and the newly created corresponding record in QuickBooks Online.

This option is useful when a new Item record was created in CommitCRM and you want to add it to the QuickBooks Online, without having to type the Item details again in QuickBooks Online.

To create a new Item in QuickBooks Online based on an already existing CommitCRM Item, select the relevant Item in the Items window in CommitCRM and then select the '''''Create New Item In QuickBooks Based on CommitCRM Item''''' on the QuickBooks drop down toolbar menu.

The following types of CommitCRM Items will be created as the following QuickBooks Online Items:
 Labor items in CommitCRM will be created as Service Items in QuickBooks. 
Products/Parts Items in CommitCRM will be created as Inventory or Non-Inventory Item in QuickBooks. 
Expense Items in CommitCRM can be linked to the QuickBooks Online Items.

[[File:commitcrm_new_record_in_quickbooks_online_based_on_commitcrm_item.png|center]]

The Item record will now be transferred to QuickBooks. You can open QuickBooks and view the newly created record.

[[File:commitcrm_new_item_in_quickbooks_online.png|center]]

==See Also==
*[[QuickBooks Link Account Options]]
*[[QuickBooks Link Items Options]]

[[Category:User Manuals]]
[[Category:QuickBooks]]

Switching to QuickBooks Online from QuickBooks Desktop

2015-12-15T10:37:28Z

Sheli:

This guide explains the steps required to switch from integrating CommitCRM with QuickBooks Desktop to integrating with QuickBooks Online.

IMPORTANT NOTE: QuickBooks Online internals are entirely different than the desktop edition and when migrating your QuickBooks Desktop data to QuickBooks Online all internal identifiers of customer and item records are changed.
This means that you '''must re-link''' your CommitCRM Accounts to QuickBooks Online Customers and CommitCRM Items to QuickBooks Online Items.
Do '''not''' import customers and items from QuickBooks Online before linking existing records first, otherwise duplicate records will be created.

__TOC__

==Installation Instructions==
To connect to your '''QuickBooks Online''' company please follow [[QuickBooks_Online_Link_Configuration_Instructions|QuickBooks Online Link Configuration Instructions]].
We strongly recommend to '''backup''' CommitCRM data before configuring the QuickBooks Online Link.
You should backup <server>\CommitCRM\DB folder including all files while no one is using CommitCRM.

==Accounts==
===Link Account To QuickBooks Online Customer/Job/Vendor Record===
This option enables you to link between an existing record in CommitCRM and an existing record in QuickBooks Online.

This option is very useful when the same customer already exists in CommitCRM and also exists in QuickBooks Online. It tells the system that both these records are actually the same contact and there should be a link between them when synchronizing data. Also, when generating QuickBooks Online invoices from CommitCRM the link tells CommitCRM to which customer to link the invoice to.

To link between an existing Account record in CommitCRM and an existing Customer/Job/Vendor in QuickBooks Online, go to the Accounts window and select '''''Link Account To QuickBooks Customer/Job/Vendor Record''''' on the QuickBooks drop down toolbar mhttps://www.commitcrm.com/wiki/Switching_to_QuickBooks_Online_from_QuickBooks_Desktopenu.

[[File:commitcrm_link account_to_quickbooks_online_record.png|center]]

The QuickBooks Customer/Job Selection dialog box will appear:

[[File:commitcrm_quickbooks_online_customer_selection_window.png|center]]

Type the name of the QuickBooks Customer/Job/Vendor in the Name field in QuickBooks, and click Find. The relevant records in QuickBooks will be displayed. Select the record that matches the record in CommitCRM and click OK.

===Create New Record in QuickBooks Online Based on CommitCRM Account===
This option allows you to create a new Customer/Vendor in QuickBooks Online based on the existing Account in CommitCRM, instead of retyping all the information again in QuickBooks. It also creates a link between the record in CommitCRM and the newly created corresponding record in QuickBooks.

This option is useful when a new Account record was created in CommitCRM and you want to add it to QuickBooks, without having to type the Account details again in QuickBooks Online.

To create a new Customer/Vendor in QuickBooks Online based on an existing CommitCRM Account, select the relevant record in the Accounts window in CommitCRM and then select '''''Create New Record in QuickBooks Based on CommitCRM Account''''' in the QuickBooks menu.

[[File:commitcrm_new_record_in_quickbooks_online_based_on_account.png|center]]

The Account record will now be transferred to QuickBooks Online as a Customer/Vendor. You can open QuickBooks Online and view the newly created record.

[[File:commitcrm_new_customer_in_quickbooks_online.png|center]]

==Items==

===Link Item To QuickBooks Onlince Products/Services ===
You can create a link between an existing Item in CommitCRM with an existing Item in QuickBooks Online. This option is useful when the same Item already exists in both CommitCRM and QuickBooks Online. The linking function tells the system that these records are the same Item and they should e synchronized with each other.

To link between an existing Item record in CommitCRM and an existing Item in QuickBooks Online, select '''''Link Item To QuickBooks Item''''' on the QuickBooks drop down toolbar menu.

[[File:commitcrm_link_item_to_quickbooks_online_record.png|center]]

The QuickBooks Online Item Selection window will appear:

[[File:commitcrm_quickbooks_online_item_selection_window.png|center]]

Type the name of the Item in the Name field in QuickBooks Online, and click ''Find''. The relevant Items in QuickBooks Online will be displayed. Select the Item that matches the Item in CommitCRM and click OK. Done! You have created the link between the two records. Updates in CommitCRM to this Item can now be synchronized with to QuickBooks Online, and vice versa.

===Create New Item In QuickBooks Online Based on CommitCRM Item===
This option enables you to create a new Item in QuickBooks Online based on an existing Item in CommitCRM. It also creates a link between the record in CommitCRM and the newly created corresponding record in QuickBooks Online.

This option is useful when a new Item record was created in CommitCRM and you want to add it to the QuickBooks Online, without having to type the Item details again in QuickBooks Online.

To create a new Item in QuickBooks Online based on an already existing CommitCRM Item, select the relevant Item in the Items window in CommitCRM and then select the '''''Create New Item In QuickBooks Based on CommitCRM Item''''' on the QuickBooks drop down toolbar menu.

The following types of CommitCRM Items will be created as the following QuickBooks Online Items:
 Labor items in CommitCRM will be created as Service Items in QuickBooks. 
Products/Parts Items in CommitCRM will be created as Inventory or Non-Inventory Item in QuickBooks. 
Expense Items in CommitCRM can be linked to the QuickBooks Online Items.

[[File:commitcrm_new_record_in_quickbooks_online_based_on_commitcrm_item.png|center]]

The Item record will now be transferred to QuickBooks. You can open QuickBooks and view the newly created record.

[[File:commitcrm_new_item_in_quickbooks_online.png|center]]

==See Also==
*[[QuickBooks Link Account Options]]
*[[QuickBooks Link Items Options]]

[[Category:User Manuals]]
[[Category:QuickBooks]]